Evaluation of Service Quality From the Perspective of Inpatients and their Attendants
Article Sidebar
Main Article Content
Abstract
The purpose of this study was to determine the level of perceived service quality in the Algerian public hospital SAROUB AL KHATHIR in El Eulma (Setif) using the SERVPERF model. A purposive sample of 100 participants, including inpatients and attendants who were admitted to the hospital in 2022 was used. Data were collected
using a questionnaire. T-test and ANOVA were calculated by SPSS.
Findings of this study revealed that service quality was rated as moderate. No significant difference in perceptions of service quality between inpatients and attendants was found. There was no significant difference in respondents’ perceptions based on gender, age, level of education and financial status. The only significant difference in service quality perceptions was based on the medical unit respondents were admitted to.
Article Details
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).
Abbasi-Moghaddam, M. A., Zarei, E., Bagherzadeh, R., Dargahi, H., & Farrokhi, P. (2019). Evaluation of service quality from patients’viewpoint. BMC Health Services Research, 19(1).
Akdere, M., Top, M., & Tekingündüz, S. (2018). Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total Quality Management & Business Excellence, 31(1), 1-11.
Alhassan, R. K., Duku, S. O., Janssens, W., Nketiah-Amponsah, E., Spieker, N., Ostenberg, P. v., . . . Wit, T. F. (2015). Comparison of Perceived and Technical Healthcare Quality in Primary Health Facilities: Implications for a Sustainable National Health Insurance Scheme in Ghana. PLoS ONE, 10(10).
Azizan, N. A., & Mohamed, B. (2013). THE EFFECTS OF PERCEIVED SERVICE QUALITY ON PATIENT SATISFACTION AT A PUBLIC HOSPITAL IN STATE OF PAHANG, MALAYSIA. Asian Journal of Social Sciences & Humanities, 2(3), 307-323.
Berry, L. L., & Bendapudi, N. (2007). Health Care A Fertile Field for Service Research. Journal of Service Research, 10(2), 111-122.
Byju, K., & Y.Srinivasulu. (2014). Healthcare service quality using SERVPERF scale. Journal of Management Research, 2(1 March).
Choi, K. S., Lee, H., Kim, C., & Lee, S. (2005). The service quality dimensions and patient satisfaction relationships in South Korea: Comparisons across gender, age and types of service. Journal of Services Marketing, 19(3), 140-149.
Cronin, J. J., & Taylor, S. (1992). Measuring Service Quality - A Reexamination And Extension. Journal of Marketing, 56, 55-68.
Crosby, P.B. (1979) Quality Is Free: The Art of Making Quality Certain. McGraw-Hill, New York.
Danaher, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model. Journal of Service Research, 10(2).
Duggirala, M., Rajendran, C., & R.N, A. (2008). Patient-perceived dimensions of total quality service in healthcare. Benchmarking An International Journal, 15(5), 560-583.
Garvin, D. A. (1984). What does "product quality" really mean? Sloan Management Review, 26, 1, 25- 43.
Mosadeghrad, A. M. (2013). Healthcare service quality: Towards a broad definition. International Journal of Health Care Quality Assurance, 26(3), 203-219.
Myszewski, J. M., & Sinha, M. (2019). A model for determining the value of patient satisfaction in healthcare. Business Process Management Journal, 26(3), 798-815.
Panchapakesan, P., Rajendran, C., & L, P. S. (2009). A conceptual framework of service quality in healthcare: Perspectives of Indian patients and their attendants. Benchmarking An International Journal, 16(2), 157-191.
Panchapakesan, P., Rajendran, C., & L, P. S. (2010). Service quality and its impact on customer satisfaction in Indian hospitals. Benchmarking An International Journal, 17(6), 807-841.
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and its Implication for Future Research (SERVQUAL). Journal of Marketing, 49, 41-50.
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Sanıl, M., & Eminer, F. (2021). An integrative model of patients’ perceived value of healthcare service quality in North Cyprus. Archives of Public Health, 79(1).
Singh, D., & Dixit, K. (2020). Measuring Perceived Service Quality in Healthcare Setting in Developing Countries: A Review for Enhancing Managerial Decision-making. Journal of Health Management, 22(3), 472-489.
Stanisław, M., Piotr, K., & R. J. (2018). The influence of socio-demographic characteristics on respondents’ perceptions of healthcare service quality. Journal of Education, Health and Sport, 8(12), 708-724.
Tan, C. N.-L., Ojo, A. O., Hwa, C. J., & T., R. (2019). Measuring the Influence of Service Quality on Patient Satisfaction in Malaysia. Quality Management Journal, 26(3), 129-143.
Zarei, E. (2015). Service quality of hospital outpatient departments: patients' perspective. International Journal of Health Care Quality Assurance, 28(8), 778-790.
Zarei, E., Arab, M., Froushani, A. R., Rashidian, A., & ghazi-tabatabaie, M. (2012). Service quality of private hospitals: The Iranian Patients' perspective. BMC Health Services Research, 12(1).
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2-22.
عبد اللطيف بن زيدي، و عبد الملك بلوافي. (2021). قياس جودة الخدمات الصحية وفق نموذج الأداء الفعلي Servperf - دراسة حالة المؤسسة العمومية الاستشفائية أدرار. التكامل الاقتصادي، 9(2)، 428-441.
منير خروف، ليندة فرحية، و ناصربوعزيز. (1202). قياس مستوى جودة الخدمات الصحية بالمؤسسات الاستشفائية العمومية الجزائرية باستخدام مقياس : SERVPERF دراسة عينة من مرضى المؤسسات الاستشفائية العمومية بوالية عنابة-. مجلة رؤى اقتصادية، 11(1)، 521-540.