دانلود رایگان مقاله انگلیسی ارزیابی کیفیت خدمات و پاسخ های رفتاری مشتری در خدمات سرپایی بیمارستان - امرالد 2017

Abstract

Purpose – In contrast to the reflective approach of service quality measurement, this paper aims to propose and validate a parsimonious multidimensional second-order formatively measured model of service quality for primary health-care services provided by hospital outpatient departments. The index’s empirical validity is examined by investigating the strength of its relationship with certain behavioral responses such as patient satisfaction and behavioral intentions. Design/methodology/approach – Data were collected through a stratified random sampling from eight hospital outpatient departments in Greece. Covariance-based structural equation modeling techniques were used to validate the proposed service quality index and further investigate its effect on patient satisfaction and behavioral intention. Findings – The data analysis indicated that the proposed formative index is fully functional with medical care being the factor and mostly contributes to service quality perception, followed by administrative service and staff performance, and facilities condition and nursing care. It, further, confirmed the partial mediating role of satisfaction, as it enhances the high impact of service quality on behavioral intentions. Research limitations/implications – The relationships among hospital outpatient departments service quality, patient satisfaction and behavioral intentions were validated with data from one country and a health-care system which is state driven and funded. Practical implications – An understanding of hospital primary health-care service quality formation is important to health-care decision makers because it offers them the opportunity to consider patients’ needs and wants, and takes the appropriate actions for improving the relevant underling procedures in a more efficient manner to achieve favorable behavioral responses. Originality/value – The paper manages to propose and empirically evaluate a formatively measured approach of service quality and investigate the effects of the proposed index on patient satisfaction and behavioral intention, especially in the hospital outpatient services context in Greece.

6. Conclusions and implications

The objective of the current study is the development of a service quality instrument to monitor and improve the functional service quality aspects of primary health-care services provided by hospital outpatient departments in Greece. The findings, in accordance with those of Miranda et al. (2012), suggest that customers evaluate hospital outpatient service quality at an overall level, which is composed by four primary components: medical care, nursing care, administrative services and staff and facilities conditions. In particular, the results indicate that patients’ perception of service quality delivered by medical staff mostly contributes to the overall service quality perception. The perceptions about facilities and administrative services and staff effectiveness appear to be the second and third contributors to overall service quality assessment. Nursing care is the least significant contributor to perceived service quality formulation. This is in accordance with the findings of Otani et al. (2003) and Raposo et al. (2009) and can be attributed to the fact that, in hospital outpatient services, patients interact much more with physicians and administrative staff than with nursing staff. The proposed index can be used by mangers as a tool to measure the performance of services provided by hospital outpatient departments to determine their contribution on overall service quality perception and make the appropriate interventions towards improving overall services efficiency.