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首页> 外文期刊>International journal of health care quality assurance >Healthscape role towards customer satisfaction in private healthcare
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Healthscape role towards customer satisfaction in private healthcare

机译：Healthscape在私人医疗保健中对提高客户满意度的作用

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Purpose - The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach - The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings - This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications - The various dimensions of healthcare motives should be viewed as the levers of improving hospitals' service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications - This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value - This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.
机译：目的-本文的目的是确定促使消费者找出构成私人医疗保健服务中的健康景观的主要决定因素的动机，这些决定因素导致他们对像印度这样的发展中国家感到满意。设计/方法/方法-使用探索性因素分析确定通用动机尺寸。接下来，建立因素的可靠性和有效性，然后使用SPSS 20.0 s / w进行回归分析。调查结果-本文确定了私人医疗保健领域的六种健康景观动机，分别是服务人员的行为和整洁，服务提供和设施，氛围，位置和外观，有吸引力的装饰以及升级的安全服务，其中只有服务提供，氛围，位置，并且装饰品根据其重要性值在建立客户满意度方面贡献最大。研究的局限性/意义-从现在和将来的客户的角度出发，应将医疗保健动机的各个方面视为提高医院服务质量的杠杆。这一发现可以为即将到来的以及计划在印度拥有医疗保健服务的现有开发商提供有价值的见解。实际意义-这项研究提出了一些重要的战略指导方针，用于根据客户要求对医疗服务进行服务定位和市场细分。在最近的过去，医院提供的服务本质上是纯功利主义的。客户更倾向于获得适当和及时的服务，并且更加关心医疗服务提供商的服务质量。原创性/价值-本文是为了解印度私人医疗服务提供过程和这些医院的客户满意度水平所做的几项工作之一。本研究通过确定与客户相关的一组维度来获得独特的医疗保健体验，从而弥补了这一差距。

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