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Service Business
Erschienen in: Service Business 3/2017

13.06.2016 | Empirical article

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

verfasst von: DonHee Lee

Erschienen in: Service Business | Ausgabe 3/2017

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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.
Vorheriger Artikel Market value analysis of a Chinese e-commerce holding group: a multicriteria approach
Nächster Artikel Corporate social responsibility and bank risk profile: evidence from Europe

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Metadaten
Titel
HEALTHQUAL: a multi-item scale for assessing healthcare service quality
verfasst von
DonHee Lee
Publikationsdatum
13.06.2016
Verlag
Springer Berlin Heidelberg
Erschienen in
Service Business / Ausgabe 3/2017
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI
https://doi.org/10.1007/s11628-016-0317-2

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