Hospital Service Quality as Antecedent of Patient Satisfaction – A Conceptual Framework

Swain, Swapnarag and Kar, N C (2018) Hospital Service Quality as Antecedent of Patient Satisfaction – A Conceptual Framework. International Journal of Pharmaceutical and Healthcare Marketing, 12 (3). pp. 251-269.

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Abstract

The purpose of this paper is to explore dimensions of perceived service quality in hospitals and to develop a conceptual framework showing relationship between hospital service quality, patient satisfaction and their behavioural intention. Design/methodology/approach: This paper is based on extensive review of existing literature on hospital service quality, patient satisfaction and behavioural intention. Critical analysis of these literature studies has resulted in determining and defining the dimensions of perceived service quality and establishing relationship between hospital service quality, patient satisfaction and behavioural intention. Findings: This study has identified six major areas through which patients perceive quality of service in hospitals. These six areas are technical quality, procedural quality, infrastructural quality, interactional quality, personnel quality, social support quality. Further 20 dimensions of hospital service quality are identified under these 6 major areas. These are clinical procedure, quality of outcome, admission, discharge, waiting time, patient safety, billing and price, follow-up, ambience, availability of resources, accessibility, food, staff attitude, personalised attention, information availability, staff competency, trustworthiness, staff diversity, hospital image and social responsibility. The conceptual framework proposes direct relationship between service quality, patient satisfaction and behavioural intention. Originality/value: Though many studies have been conducted on hospital service quality, none of them has been able to project all the possible dimensions to measure the same. The “6-Q framework” developed by this study explores all the possible dimensions of perceived service quality in hospitals.

Item Type:	Article
Uncontrolled Keywords:	Hospital Service Quality; Satisfaction Antecedent; Patient Satisfaction
Subjects:	Marketing > Healthcare
Divisions:	Marketing Management
Depositing User:	Madhan Muthu
Date Deposited:	07 Sep 2018 05:49
Last Modified:	14 Feb 2019 06:35
URI:	http://tapmi.informaticsglobal.com/id/eprint/6

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