Cargando…
Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan
Hospitals vary from one another in terms of their specialty, services offered, and resource availability. Their services are widely measured with scales that gauge patients’ perspective. Therefore, there is a need for research to develop a scale that measures hospital service quality in Asian hospit...
Autores principales: | , , , |
---|---|
Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
SAGE Publications
2017
|
Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5798721/ https://www.ncbi.nlm.nih.gov/pubmed/28660771 http://dx.doi.org/10.1177/0046958017714664 |
_version_ | 1783297886614716416 |
---|---|
author | Shafiq, Muhammad Naeem, Muhammad Azhar Munawar, Zartasha Fatima, Iram |
author_facet | Shafiq, Muhammad Naeem, Muhammad Azhar Munawar, Zartasha Fatima, Iram |
author_sort | Shafiq, Muhammad |
collection | PubMed |
description | Hospitals vary from one another in terms of their specialty, services offered, and resource availability. Their services are widely measured with scales that gauge patients’ perspective. Therefore, there is a need for research to develop a scale that measures hospital service quality in Asian hospitals, regardless of their nature or ownership. To address this research need, this study adapted the SERVQUAL instrument to develop a service quality measurement scale. Data were collected from inpatients and outpatients at 9 different hospitals, and the scale was developed using structural equation modeling. The developed scale was then validated by identifying service quality gaps and ranking the areas that require managerial effort. The findings indicated that all 5 dimensions of SERVQUAL are valid in Asian countries such as Pakistan, with 13 items retained. Reliability, tangibility, responsiveness, empathy, and assurance were ranked first, second, third, fourth, and fifth, respectively, in terms of the size of the quality gap. The gaps were statistically significant, with values ≤.05; therefore, hospital administrators must focus on each of these areas. By focusing on the identified areas of improvement, health care authorities, managers, practitioners, and decision makers can bring substantial change within hospitals. |
format | Online Article Text |
id | pubmed-5798721 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2017 |
publisher | SAGE Publications |
record_format | MEDLINE/PubMed |
spelling | pubmed-57987212018-02-12 Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan Shafiq, Muhammad Naeem, Muhammad Azhar Munawar, Zartasha Fatima, Iram Inquiry Original Research Hospitals vary from one another in terms of their specialty, services offered, and resource availability. Their services are widely measured with scales that gauge patients’ perspective. Therefore, there is a need for research to develop a scale that measures hospital service quality in Asian hospitals, regardless of their nature or ownership. To address this research need, this study adapted the SERVQUAL instrument to develop a service quality measurement scale. Data were collected from inpatients and outpatients at 9 different hospitals, and the scale was developed using structural equation modeling. The developed scale was then validated by identifying service quality gaps and ranking the areas that require managerial effort. The findings indicated that all 5 dimensions of SERVQUAL are valid in Asian countries such as Pakistan, with 13 items retained. Reliability, tangibility, responsiveness, empathy, and assurance were ranked first, second, third, fourth, and fifth, respectively, in terms of the size of the quality gap. The gaps were statistically significant, with values ≤.05; therefore, hospital administrators must focus on each of these areas. By focusing on the identified areas of improvement, health care authorities, managers, practitioners, and decision makers can bring substantial change within hospitals. SAGE Publications 2017-06-29 /pmc/articles/PMC5798721/ /pubmed/28660771 http://dx.doi.org/10.1177/0046958017714664 Text en © The Author(s) 2017 http://creativecommons.org/licenses/by-nc/4.0/ This article is distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 License (http://www.creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission provided the original work is attributed as specified on the SAGE and Open Access page(https://us.sagepub.com/en-us/nam/open-access-at-sage). |
spellingShingle | Original Research Shafiq, Muhammad Naeem, Muhammad Azhar Munawar, Zartasha Fatima, Iram Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan |
title | Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan |
title_full | Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan |
title_fullStr | Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan |
title_full_unstemmed | Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan |
title_short | Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan |
title_sort | service quality assessment of hospitals in asian context: an empirical evidence from pakistan |
topic | Original Research |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5798721/ https://www.ncbi.nlm.nih.gov/pubmed/28660771 http://dx.doi.org/10.1177/0046958017714664 |
work_keys_str_mv | AT shafiqmuhammad servicequalityassessmentofhospitalsinasiancontextanempiricalevidencefrompakistan AT naeemmuhammadazhar servicequalityassessmentofhospitalsinasiancontextanempiricalevidencefrompakistan AT munawarzartasha servicequalityassessmentofhospitalsinasiancontextanempiricalevidencefrompakistan AT fatimairam servicequalityassessmentofhospitalsinasiancontextanempiricalevidencefrompakistan |