Quality of Service as a Predictor of Customer Satisfaction in Healthcare SectorDownload
Volume 16 Issue 1 2020
Khurram Adeel Sheikh
|Abstract||This study examines the role of quality of service as a predictor of customer satisfaction in private hospitals. Using a sample of customers of selected private hospitals in Karachi, this study used reliability statistics, Pearson correlation analysis, and OLS regression techniques to analyze the data. The results show that private hospitals are trying to deliver healthcare service that is at par with the expected standards set by their customers. The findings of this study will help the management of these hospitals to develop and implement appropriate and effective strategies that would help deliver quality healthcare services to the patients.|
|Keywords||Physical Environment, Communication, Privacy & Safety, Responsiveness, Reliability, and Patient Satisfaction.|
|Type||Research paper, manuscript, article|
|Recognized by||Higher Education Commission of Pakistan, HEC||Category||"Y"||Journal Name||IBT Journal of Business Studies||Publisher Name||ILMA University||Jel Classification||K32, P36, P46, L84||DOI||http://dx.doi.org/10.46745/ilma.jbs.2020.16.01.06||ISSN no (E, Electronic)||2409-6520||ISSN no (P, Print)||2416-8393||Country||Pakistan||City||Karachi||Institution Type||University||Journal Type||Open Access||Type of Review||Double Blind Peer Reviewed||Format||Paper Link||http://ibtjbs.ilmauniversity.edu.pk/journal/jbs/16.1/6.pdf||Page||71-87||References|| Aagja, J. P., & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60–83. https://doi. org/10.1108/17506121011036033
Ahmed, S., Tarique, K.M. and Arif, I. (2017), “Service quality, patient satisfaction and loyalty in the.
Bangladesh healthcare sector”, International Journal of Health Care Quality Assurance, Vol. 30 No. 5.
Aliman, N.K. and Mohamad, W.N. (2013), “Perception of service quality and behavioral intentions: a mediation effect of patient satisfaction in private healthcare in Malaysia”, International Journal of Marketing Studies, Vol. 5 No. 4, pp. 1918-7203.
Alrubaiee, L., & Alkaa’ida, F. (2011). The Mediating Effect of Patient Satisfaction in the Patients’ Perceptions of Healthcare Quality – Patient Trust Relationship. International Journal of Marketing Studies, 3(1), p103. https://doi.org/10.5539/ ijms.v3n1p103.
Alhashem, A.M., Alquraini, H. and Chowdhury, R.I. (2011), “Factors influencing patient satisfaction in primary healthcare clinics in Kuwait”, International Journal of Health Care Quality Assurance, Vol. 24 No. 3, pp. 249-262.
Amin, M., & Nasharuddin, S. Z. (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance, 18(3), 238–254. https://doi.org/10.1108/CGIJ-05-2012-0016.
Amole, B. B., Oyatoye, E. O., & Adebiyi, S. O. (2015). Prioritization of service quality influences on patients’ satisfaction using analytic hierarchy process: The Nigeria Experience. Izvestiya, Varna University of Economics. ИЗВЕСТИЯ, 60(1). (4).
Andaleeb, S. S. (2000). Public and private hospitals in Bangladesh: service quality and predictors of hospital choice. Health Policy and Planning, 15(1), 95–102. https://doi.org/10.1093/heapol/15.1.95.
Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social Science and Medicine, 52(9), 1359–1370. https://doi.org/10.1016/S0277-9536(00)00235-5.
Ariffin, A. A. M., & Aziz, N. A. (2008). Determining the service quality dimensions and zone of tolerance for hospital services in Malaysia. The Business Review, Cambridge, 10(2), 164–169. Retrieved from https://scholar.google.com.my/ scholar?hl=en&as_sdt=0,5&cluster=14674043112331324067.
Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996), “SERVQUAL revisited: a critical review of service quality”, Journal of Services Marketing, Vol. 10 No. 6, pp. 62-81. (4).
Badri, M., Attia, S. and Ustadi, A.M. (2009), “Healthcare quality and moderators of patient satisfaction: testing for causality”, International Journal of Health Care Quality Assurance, Vol. 22 No. 4, pp. 382-410.
Brady, M. K., & Cronin, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65(3), 34–49. https://doi.org/10.1509/jmkg.220.127.116.1134.
Butt, M. M., & de Run, E. C. (2010). Private healthcare quality: Applying a SERVQUAL model. International Journal of Health Care Quality Assurance, 23(7), 658–673. https://doi.org/10.1108/09526861011071580.
. Chahal, H., & Kumari, N. (2010). Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230–255. https://doi.org/10.1108/17554191011084157.
Donabedian, A. (1980). The definition of quality and approaches to its assessment. Health Administration Press. (4).
Duggirala, M., Rajendran, C., & Anantharaman, R. N. (2008). Patient‐perceived dimensions of total quality service in healthcare. Benchmarking:An International Journal, 15(5), 560–583. https://doi.org/10.1108/14635770810903150.
Esch, B. M., Marian, F., Busato, A., & Heusser, P. (2008). Patient satisfaction with primary care: An observational study comparing anthroposophic and conventional care. Health and Quality of Life Outcomes, 6(June). https://doi. org/10.1186/1477-7525-6-74.
FATIMA, I., HUMAYUN, A., IQBAL, U., & SHAFIQ, M. (2018). Dimensions of service quality in healthcare: a systematic review of literature. International Journal for Quality in Health Care, (June), 1–19. https://doi.org/10.1093/ intqhc/mzy125.
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality and Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/IJQRM-02-2017-0031.
Ismail, A., & Yunan, Y. M. (2016). Service quality as a predictor of customer satisfaction and customer loyalty. LogForum, 12(4), 269-283.
Javed, S. A., & Ilyas, F. (2018). Service quality and satisfaction in healthcare sector of Pakistan— the patients’ expectations. International Journal of Health Care Quality Assurance, 31(6), 489–501. https://doi.org/10.1108/ IJHCQA-08-2016-0110.
Kazemi, N., Ehsani, P., Abdi, F., & Bighami, M. K. (2013). Measuring hospital service quality and its influence on patient satisfaction: An empirical study using structural equation modeling. Management Science Letters, 3(7), 2125– 2136. https://doi.org/10.5267/j.msl.2013.06.005.
Kashkoli, S. A., Zarei, E., Daneshkohan, A., & Khodakarim, S. (2017). Hospital responsiveness and its effect on overall patient satisfaction. International journal of health care quality assurance.
Kondasani, R.K.R. and Panda, R.K. (2015), “Customer perceived service quality, satisfaction and loyalty in Indian private healthcare”, International Journal of Health Care Quality Assurance, Vol. 28, No. 5, pp. 452-467.
Mosadeghrad, A. M. (2013). Healthcare service quality: Towards a broad definition. International Journal of Health Care Quality Assurance, 26(3), 203–219. https:// doi.org/10.1108/09526861311311409.
Mustafa, M. M. (2006). An empirical study of patients ’expectations and satisfactions in Egyptian hospitals. https://doi.org/10.1108/09526860510627201.
Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Quality Assurance, 22(4), 366–381. https://doi.org/10.1108/09526860910964834.
Nurafizah, S., & Annuar, S. (2018). Determining The Effect of Service Quality Towards Patients ’ Satisfaction in Private Hospitals in Kota Kinabalu , Sabah Malaysia, 1–15.
Otani, K., Waterman, B., Faulkner, K. M., Boslaugh, S., & Dunagan, C. W. (2010). How Patient Reactions to Hospital Care Attributes Affect the Evaluation of Overall Quality of Care, Willingness to Recommend, and Willingness to Return. Journal of Healthcare Management, 55(1), 25–38. https://doi. org/10.1097/00115514-201001000-00006
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality. Jorunal of Retailing, 64(1), 12–40. https://doi.org/10.1016/S0148-2963(99)00084-3.
Peprah, A. A., & Atarah, B. A. (2014). Assessing Patient’s Satisfaction using SERVQUAL Model: A Case of Sunyani Regional Hospital, Ghana. International Journal of Business and Social Research, 4(2), 133–143. https:// doi.org/10.1108/09526861011071580.
Ramsaran-Fowdar, R.R. (2009), “A study of service quality of stockbrokers in Mauritius using a multiexpectations approach”, International Conference of Business and Information, Vol. 13 No. 4, pp. 1-12.
Saunders, M., Lewis, P., & Thornhill, A. (2003). Research methods forbusiness students. Essex: Prentice Hall: Financial Times.
Silvestro, R. (2005). Applying gap analysis in the health service to inform the service improvement agenda. International Journal of Quality & Reliability Management, 22(3), 215–233. https://doi.org/10.1108/02656710510582462.
Swain, S., & Kar, N. C. (2018). Hospital service quality as antecedent of patient satisfaction – a conceptual framework. International Journal of Pharmaceutical and Healthcare Marketing, 12(3), 251–269. https://doi.org/10.1108/ IJPHM-06-2016-0028.
Wathek, R. (2012). Patients’ Perception of Health Care Quality, Satisfaction and Behavioral Intention : An Empirical Study in Bahrain. International Journal of Business and Social Science, 3(18), 131–141.