Service quality in health care setting

Purpose - This paper attempts to explore the concept of service quality in a health care setting.Design methodology approach - This paper probes the definition of service quality from technical and functional aspects for a better understanding on how consumers evaluate the quality of health care. It...

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Bibliographic Details
Published in:International journal of health care quality assurance 2009-01, Vol.22 (5), p.471-482
Main Authors: Edura Wan Rashid, Wan, Kamaruzaman Jusoff, Hj
Format: Article
Language:English
Subjects:
Consumer Behavior - statistics & numerical data
Consumers
Customer services
Efficiency, Organizational - standards
Efficiency, Organizational - statistics & numerical data
Health administration
Health care
Hospitals
Humans
Internal customers
Models, Organizational
Models, Theoretical
Patient satisfaction
Patient Satisfaction - statistics & numerical data
Perceptions
Quality
Quality Indicators, Health Care
Quality of care
Quality of Health Care - standards
Quality of Health Care - statistics & numerical data
Quality of service
Service quality assurance
Social Perception
Studies
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Summary:Purpose - This paper attempts to explore the concept of service quality in a health care setting.Design methodology approach - This paper probes the definition of service quality from technical and functional aspects for a better understanding on how consumers evaluate the quality of health care. It adopts the conceptual model of service quality frequently used by the most researchers in the health care sector. The paper also discusses several service quality dimensions and service quality problems in order to provide a more holistic conception of hospital service quality.Findings - The paper finds that service quality in health care is very complex as compared to other services because this sector highly involves risk.Originality value - The paper adds a new perspective towards understanding how the concept of service quality is adopted in a health care setting.
ISSN:0952-6862
1758-6542
DOI:10.1108/09526860910975580