Advertisement

Service Business

, Volume 11, Issue 3, pp 491–516 | Cite as

HEALTHQUAL: a multi-item scale for assessing healthcare service quality

  • DonHee Lee
Empirical article

Abstract

The purpose of this study is to examine the measurement dimensions of healthcare service quality proposed in previous studies, quality awards, and service quality accreditation and/or certification systems in the international community. Based on this review, a comprehensive set of healthcare service quality (HEALTHQUAL) measurement items is derived focusing on care processes and results. Thus, the study investigated priorities among the nine measurement items identified through 368 patients and 389 public respondents in South Korea. The results show that the degree of care improvements (26.55 %) was rated as the most important and the second was tangibles (19.82 %) by both groups. The proposed measurement items for HEALTHQUAL were tested using data collected from 385 patients and 251 public respondents at a hospital with more than 500 beds in South Korea. The proposed HEALTHQUAL model consisted of the following five components: empathy, tangibles, safety, efficiency, and degree of improvements of care service.

Keywords

Healthcare service Priorities of healthcare service quality Healthcare service quality (HEALTHQUAL) 

References

  1. Australian Council for Healthcare Standards International (ACHSI). http://www.achs.org.au/achs-members/our-members/
  2. Babakus E, Boller GW (1992) An empirical assessment of the SERVQUAL scale. J Bus Res 24(3):253–268CrossRefGoogle Scholar
  3. Babakus E, Bienstock C, Scotter J (2004) Linking perceived quality and customer satisfaction to store traffic and revenue growth. Decis Sci 35(4):713–737CrossRefGoogle Scholar
  4. Barden CB, Specht MC, Mccarter MD, Daly JM, Fahey TJ (2002) Effects of limited work hours on surgical training. J Am Coll Surg 195(4):531–538CrossRefGoogle Scholar
  5. Bowers MR, Swan JE, Koehler WF (1994) What attributes determine quality and satisfaction with healthcare delivery? Healthc Manag Rev 19(4):49–55CrossRefGoogle Scholar
  6. Brown T (2006) Confirmatory factor analysis for applied research. Guilford Press, New York, pp 5–71Google Scholar
  7. Buttle F (1996) SERVQUAL: review, critique, research agenda. Eur J Mark 30:8–32CrossRefGoogle Scholar
  8. Carmen JM (1990) Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. J Retail 66(1):33–55Google Scholar
  9. Choe B, Lee D, Yoon S (2012) A multi-item measurement scale of healthcare service quality: an evaluation indicator of healthcare certification. J Korean Soc Qual Manag 40(3):381–393CrossRefGoogle Scholar
  10. Cronin JJ, Taylor SA (1992) Measuring service quality: a re-examination and extension. J Mark 56(3):55–68CrossRefGoogle Scholar
  11. Deepen J (2007) Logistics outsourcing relationships. Physica-Verlag, HeidelbergGoogle Scholar
  12. Donabedian A (1980) The definition of quality and approaches to its assessment. Health Administration Press, ChicagoGoogle Scholar
  13. Evans JR, Lindsay WM (2009) Managing for quality and performance excellence. South-Western Cengage Learning, MasonGoogle Scholar
  14. Harkness J (2011) Guidelines for best practice in cross-cultural surveys. Survey Research Center, Institute for Social Research, University of Michigan, Ann ArborGoogle Scholar
  15. Hartline M, Ferrell O (1996) The management of customer contact service employee: an empirical investigation. J Market 60(4):52–70CrossRefGoogle Scholar
  16. Hau L, Anh P, Thuy P (2016) The effects of interaction behaviors of service frontliners on customer participation in the value co-creation: a study of health care service. Serv Bus. doi: 10.1007/s11628-016-0307-4 Google Scholar
  17. Iacobucci D, Grayson KA, Ostrom AL (1994) The calculus of service quality and customer satisfaction: theoretical and empirical differentiation and integration. Adv Serv Market Manag 3:1–67Google Scholar
  18. Institute of Medicine (2001) Crossing the quality chasm. National Academy Press, Washington, DCGoogle Scholar
  19. Institute of Medicine (IOM). http://www.nationalacademies.org/hmd/
  20. Joint Commission International (2008) 2008 annual report: improving quality and patient safety around the globe. Joint Commission International, Oak BrookGoogle Scholar
  21. Jun M, Peterson RT, Zsidisin GA (1998) The identification and measurement of quality dimensions in healthcare: focus group interview results. Healthc Manag Rev 23(4):81–96CrossRefGoogle Scholar
  22. Kahneman D, Miller DT (1986) Norm theory: comparing reality to its alternatives. Psychol Rev 93(2):136–153CrossRefGoogle Scholar
  23. Kalepu RN (2014) Service quality in healthcare sector: an exploratory study on hospitals. IUP J Market Manag 13(1):7–28Google Scholar
  24. Kim SY, Choi JH (1999) A study on strategy for improving health care service through quality function deployment. J Korean Soc Qual Manag 27(2):1–19Google Scholar
  25. Korea Institute for Healthcare Accreditation (KOIHA). https://www.koiha.or.kr/certification/doList.act
  26. Lee D, Lee S, Schniederjans M (2011) Medical error reduction: the effect of employee satisfaction with organizational support. Serv Ind J 31(8):1311–1325CrossRefGoogle Scholar
  27. Lee S, Lee D, Kang C (2012) The impact of high-performance work system in the health care industry: employee reactions, service quality, customer satisfaction, and customer loyalty. Serv Ind J 32(2):17–36CrossRefGoogle Scholar
  28. Lee S, Lee D, Olson D (2013) Health-care quality management using the MBHCP excellence model. Total Qual Manag Bus Excell 24(1–2):119–137CrossRefGoogle Scholar
  29. Leebov W, Jean C, Ersoz C (2003) The healthcare manager’s guide to continuous quality improvement. iUniverse, BloomingtonGoogle Scholar
  30. Lim P, Tang K (2000) A study of patients’ expectations and satisfaction in Singapore hospitals. Int J Healthc Qual Assur 12(7):290–299Google Scholar
  31. Mostafa M (2005) An empirical study of patients’ expectations and satisfactions in Egyptian hospitals. Int J Health Care Qual Assur 18(7):516–532CrossRefGoogle Scholar
  32. Myers BA (1969) A guide to medical care administration: concepts and principles. American Public Health Association, Washington, DCGoogle Scholar
  33. Nunnally J (1978) Psychometric theory, 2nd edn. McGraw Hill, New YorkGoogle Scholar
  34. Parasuraman A, Zeithaml VA, Berry LL (1985) A conceptual model of service quality and implications for future research. J Mark 49:41–50CrossRefGoogle Scholar
  35. Parasuraman A, Zeithaml VA, Berry LL (1988) SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. J Retail 64(1):12–40Google Scholar
  36. Parasuraman A, Zeithaml VA, Berry LL (1991) Refinement and reassessment of the SERVQUAL scale. J Retail 67(4):420–450Google Scholar
  37. Pavlou PA, Fygenson M (2006) Understanding and prediction electronic commerce adoption: an extension of the theory of planned behavior. MIS Q 30(1):115–143Google Scholar
  38. Quality Healthcare Accreditation (QHA). http://www.qha-international.co.uk
  39. Ranjbar E, Zare A, Arab M, Nasiri S, Hataminasab S, Bahrami M (2012) Analysis of SERVQUAL in Shahid Sadoghi hospital, Yazd, Iran. Horm Med J 16(4):333–340Google Scholar
  40. Scobie S, Thomson R, Mcneil JJ, Phillips PA (2006) Measurement of the safety and quality of healthcare. Med J Aust 184(10):S51–S55Google Scholar
  41. Shelton DL (2000) African-American health: study in black and white. American Medical News. http://www.ama-assn.org/amednews/2000/05/01/hlsa0501.htm
  42. Solayappan A, Jayakrishnan J, Velmani S (2011) Quality measurement for hospital services. IPEDR 12:246–250Google Scholar
  43. Tomes A, Ng S (1995) Service quality in hospital care: the development of an in-patient questionnaire. Int J Healthc Qual Assur 8(3):25–33CrossRefGoogle Scholar
  44. Vuori HV (1982) Quality assurance of health services: concepts and methodology. Regional Office for Europe World Health Organization, CopenhagenGoogle Scholar
  45. Yesilada F, Direktor E (2010) Health service quality: a comparison of public and private hospitals. Afr J Bus Manag 4(6):962–971Google Scholar
  46. Youssef F, Nel D, Bovaird T (1996) Healthcare quality in the hospitals. Int J Healthc Qual Assur 9(1):15–28CrossRefGoogle Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2016

Authors and Affiliations

  1. 1.Department of Business AdministrationKeimyung UniversityDaeguSouth Korea

Personalised recommendations