Quality of healthcare service and its influencing factors: A study of private hospitals in Uttarakhand India

Archana Kumari Ghildiyal; Jitendra Chandra Devrari; Atul Dhyani

doi:10.53730/ijhs.v6nS3.8052

Authors

Archana Kumari Ghildiyal
archana25ghildiyal@gmail.com
School of Commerce Chauras Campus, Hemvati Nandan Bahuguna Garhwal University ( A Central University), Srinagar Uttarakhand, India
Jitendra Chandra Devrari Dr.Rajendra Prasad Govt. Medical College, Kangra at Tanda Himachal Pradesh, India
Atul Dhyani School of Commerce Chauras Campus, Hemvati Nandan Bahuguna Garhwal University ( A Central University), Srinagar Uttarakhand, India

Keywords:

confirmatory factor analysis, healthcare, patients, service quality

Abstract

Although INDIAN healthcare is described as “the largest sector, both in revenue and employment.” Developments and improvements in healthcare services give importance to the concept of competition and encourage increased quality among the healthcare centers. The quality of service –the characteristics that shape care experience beyond technical competence- is rarely discussed in the medical literature. This study reveals the determinants that affect the perception of the quality of healthcare services from the patients’ points of view. A cross-sectional method was followed to determine the perception of quality of healthcare services and relating variables, including infrastructure, reliability & responsiveness, empathy, affordability, and administration. The data collected from 400 in-patients for the study were analyzed using Confirmatory Factor Analysis. This study connects the findings of related studies that the hospital service quality significantly affected patients’ perceptions. Results confirmed that healthcare service quality aspects (i.e., physical environment, staff behavior, responsiveness, affordable services, admission process) positively relate to patients’ perception. Findings will help the hospital managers articulate effective strategies to ensure superior quality of healthcare services to patients. The study will induce hospital management to focus on the quality of private healthcare service systems and improvements towards deficient healthcare services.

Downloads

Download data is not yet available.

References

Amin, M., & Nasharuddin, S. Z. (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance: An International Journal, 18(3), 238-254.

Beaumont, N. B., Sohal, A. S., & Terziovski, M. (1997). Comparing quality management practices in the Australian service and manufacturing industries. International Journal of Quality & Reliability Management, 14(8), 194-208.

Berkowitz, E. N., & Flexner, W. A. (1981). The market for health care services: Is there a non traditional customer? Journal of Healthcare Marketing, 1(1), 25-34.

Bhangale, V. (2011). Marketing of health care services in India: a study on factors influencing patients decision making on choice of a hospital. Journal of Management and Marketing in Healthcare, 4(4), 229-233.

Camilleri, D., & Callaghan, O. C. (1998). Comparing public and private hospital care service quality. Journal of Marketing, 11(4), 127-133.

Donabedian, A. (1966). Evaluating the quality of medical care. Milbank Memorial Fund Quarterly, 44, 166-206.

Gill, J. (2009). Quality follows quality: add quality to the business and quality will multiply the profits. The TQM Journal, 21(5), 530-539.

Gronroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36-44.

Gupta, A., McDaniel, J. C., & Herath, S. K. (2005). Quality management in service firms: sustainig structures of total quality service. Managing Service Quality, 15(4), 389-402.

Heischmidt, K. A., & Heischmidt, C. E. (1991). Hospital choice criteria:An empirical evaluation of active hospital clients. Journal of Hospital Marketing, 5(2), 5-16.

Heischmidt, K. A., Hekmat, F., & Gordon, P. (1993). A multivariate analysis of choice criteria for hospitals. Journal of Hospital Marketing, 8(1), 41-54.

Lim, P. C., & Tang, N. H. (2000). The development of a model for total quality healthcare. Managing Service Quality, 10(2), 103-111.

Padma, P., Rajendra, C., & Sai, L. P. (2010). Service quality and its impact on customer satisfaction in Indian hospitals: Perspectives of patients and their attendants. Benchmark: An International Journal, 17(6), 807-841.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implication for future research. Journal of Marketing, 49, 41-50.

Philips, L. W., Chang, D. R., & Buzzell, R. D. (1983). Product Quality, Cost Position and Business Performance: A Test of some key hypothesis. Journal of Marketing, 47(Spring), 26-43.

Pope, C., Royen, P., & Baker, R. (2002). Qualitative methods in research on healthcare quality. Quality & Safety in Health Care, 11, 148-152.

yoo, D. K., & Park, J. A. (2007). Perceived service quality. International Journal of Quality & Reliability Management, 24(9), 908-926.

Zeithaml, V. A. (2000). Service Qulaity, Profitability and the economic worth of customers: What we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67-85.

Zineldin, M. (2006). The quality of healthcare and patient satisfaction: An exploratory investigation of the 5Qs model at some Egyptian and Jordanian medical clinics. International Journal of Health Care Quality Assurance, 19(1), 60-92.