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Assessing healthcare service quality: a comparative study of patient treatment types

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Listed:
  • DonHee Lee

    (Keimyung University)

  • Kai K. Kim

    (Bryant University)

Abstract

The purpose of this study is to examine the effects of healthcare service quality (HEALTHQUAL) measurement items. First, the proposed measurement items for HEALTHQUAL were tested using data collected from a hospital in South Korea with more than 500 beds. The data set included 365 patients and 232 public respondents. ANOVA and t-tests were used to perform a comparative analysis of HEALTHQUAL measurement items among three patient treatment groups (inpatients, outpatients, and family members of patients in the emergency room) and between the patient and general public groups. The results indicated significant differences among measurement items of HEALTHQUAL depending on the type of patient treatment, while there were no significant differences among measurement items of HEALTHQUAL between patients and the public.

Suggested Citation

  • DonHee Lee & Kai K. Kim, 2017. "Assessing healthcare service quality: a comparative study of patient treatment types," International Journal of Quality Innovation, Springer, vol. 3(1), pages 1-15, December.
    • Handle: RePEc:spr:ijoqin:v:3:y:2017:i:1:d:10.1186_s40887-016-0010-5
    DOI: 10.1186/s40887-016-0010-5
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    References listed on IDEAS

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    1. Mário Raposo & Helena Alves & Paulo Duarte, 2009. "Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index," Service Business, Springer;Pan-Pacific Business Association, vol. 3(1), pages 85-100, March.
    2. Ying-Jiun Hsieh & Lan-Ying Huang & Chi-Tai Wang, 2012. "A framework for the selection of Six Sigma projects in services: case studies of banking and health care services in Taiwan," Service Business, Springer;Pan-Pacific Business Association, vol. 6(2), pages 243-264, June.
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    Cited by:

    1. Rula Al-Damen, 2017. "Health Care Service Quality and Its Impact on Patient Satisfaction “Case of Al-Bashir Hospital”," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(9), pages 136-136, August.
    2. João M. S. Carvalho & Nuno Rodrigues, 2022. "Perceived Quality and Users’ Satisfaction with Public–Private Partnerships in Health Sector," IJERPH, MDPI, vol. 19(13), pages 1-18, July.
    3. Fernando Barrios-Ipenza & Arturo Calvo-Mora & Félix Velicia-Martín & Fernando Criado-García & Antonio Leal-Millán, 2020. "Patient Satisfaction in the Peruvian Health Services: Validation and Application of the HEALTHQUAL Scale," IJERPH, MDPI, vol. 17(14), pages 1-15, July.
    4. Soonae Hwang & DonHee Lee & Chang-Yuil Kang, 2018. "Medical tourism: focusing on patients’ prior, current, and post experience," International Journal of Quality Innovation, Springer, vol. 4(1), pages 1-22, December.
    5. Pieter J. Kievit & Jeanette Oomes & Marianne Schoorl & Piet Bartels, 2018. "The missing link: toward an assessment of innovation capacity in health care organizations," International Journal of Quality Innovation, Springer, vol. 4(1), pages 1-18, December.
    6. Magdalena Biel & Katarzyna Grondys & Ane-Mari Androniceanu, 2022. "A Crisis in the Health System and Quality of Healthcare in Economically Developed Countries," IJERPH, MDPI, vol. 20(1), pages 1-21, December.

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