The structure of service quality perceptions for multiple-encounter services
This article was published in the Quality Management in Health Care [©2013 Published by Wolters Kluwer Health] and the definite version is available at: http://doi.org/10.1097/QMH.0000000000000001 The Article's website is at: http://journals.lww.com/qmhcjournal/Abstract/2013/10000/The_Structure...
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© 2013 Wolters Kluwer Health.
2016
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| Acceso en liña: | http://hdl.handle.net/10361/7094 http://doi.org/10.1097/QMH.0000000000000001 |
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10361-70942016-12-04T06:27:21Z The structure of service quality perceptions for multiple-encounter services Andaleeb, Syed Saad Kara, Ali Hospitals Key actors Service quality Structural equations modeling This article was published in the Quality Management in Health Care [©2013 Published by Wolters Kluwer Health] and the definite version is available at: http://doi.org/10.1097/QMH.0000000000000001 The Article's website is at: http://journals.lww.com/qmhcjournal/Abstract/2013/10000/The_Structure_of_Service_Quality_Perceptions_for.5.aspx The objective of this study was to examine a complex service environment-hospitals-to suggest how service quality could be reframed and measured for multiple-encounter service situations more effectively. SUBJECTS:: In this cross-sectional study, a sample of 371 patients completed the survey instrument. Service quality measures were guided by the literature but allowed to flow from the respondents at the preliminary stage. METHODS:: Confirmatory factor analysis, along with structural equation modeling, was used to test the hypothesized relationships among key actorsÊ performance metrics (KAPMs). RESULTS:: Patient satisfaction is significantly influenced by perceived service quality based on KAPMs. For multiple-encounter services, service quality dimensions and measures ought to be tied to KAPMs. CONCLUSIONS:: Primary actors-ie, doctors-need knowledge and skills about patient psychology, negotiation, handling difficult patients, and, importantly, "putting the customer first." Sensitivity training on such matters should be provided. The secondary actors are the nurses who have more frequent contact with the patients. Nurses need to be perceived as "patient advocates." Effective advocacy begins with prompt and caring services to build trust. The tertiary actors in their support role also ought to be integrated into becoming vital part of the service provided. Published 2016-12-04T06:07:46Z 2016-12-04T06:07:46Z 2013 Article Andaleeb, S. S., & Kara, A. (2013). The structure of service quality perceptions for multiple-encounter services. Quality Management in Health Care, 22(4), 306-321. doi:10.1097/QMH.0000000000000001 10638628 http://hdl.handle.net/10361/7094 http://doi.org/10.1097/QMH.0000000000000001 en http://journals.lww.com/qmhcjournal/Abstract/2013/10000/The_Structure_of_Service_Quality_Perceptions_for.5.aspx © 2013 Wolters Kluwer Health. |
| institution |
Brac University |
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Institutional Repository |
| language |
English |
| topic |
Hospitals Key actors Service quality Structural equations modeling |
| spellingShingle |
Hospitals Key actors Service quality Structural equations modeling Andaleeb, Syed Saad Kara, Ali The structure of service quality perceptions for multiple-encounter services |
| description |
This article was published in the Quality Management in Health Care [©2013 Published by Wolters Kluwer Health] and the definite version is available at: http://doi.org/10.1097/QMH.0000000000000001 The Article's website is at: http://journals.lww.com/qmhcjournal/Abstract/2013/10000/The_Structure_of_Service_Quality_Perceptions_for.5.aspx |
| format |
Article |
| author |
Andaleeb, Syed Saad Kara, Ali |
| author_facet |
Andaleeb, Syed Saad Kara, Ali |
| author_sort |
Andaleeb, Syed Saad |
| title |
The structure of service quality perceptions for multiple-encounter services |
| title_short |
The structure of service quality perceptions for multiple-encounter services |
| title_full |
The structure of service quality perceptions for multiple-encounter services |
| title_fullStr |
The structure of service quality perceptions for multiple-encounter services |
| title_full_unstemmed |
The structure of service quality perceptions for multiple-encounter services |
| title_sort |
structure of service quality perceptions for multiple-encounter services |
| publisher |
© 2013 Wolters Kluwer Health. |
| publishDate |
2016 |
| url |
http://hdl.handle.net/10361/7094 http://doi.org/10.1097/QMH.0000000000000001 |
| work_keys_str_mv |
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