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首页> 外文期刊>The International Journal of Productivity and performance management >Healthcare service quality model: A multi-level approach with empirical evidence from a developing country
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Healthcare service quality model: A multi-level approach with empirical evidence from a developing country

机译：卫生保健服务质量模型：具有发展中国家经验证据的多层次方法

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摘要

Purpose - The purpose of this paper is to develop and test a multi-level healthcare service quality (HSQ) model in Jakarta, Indonesia. Design/methodology/approach - The research used a quantitative research method. Data were collected via a survey with questionnaire. The respondents are 154 patients of a healthcare institution in Jakarta, Indonesia. Findings - The research result shows a multi-level HSQ model. The HSQ model consists of three primary dimensions, namely, healthcare service outcome, healthcare service interaction, and healthcare service environment. Healthcare service outcome has three subdimensions, i.e. waiting time, medicine, and effectiveness. Healthcare service interaction has three dimensions, namely, soft interaction, medical personnel expertise, and hard interaction. Healthcare service environment has two dimensions, which are equipment condition and ambient condition. Research limitations/implications - This research was only conducted in one healthcare institution in Jakarta, Indonesia. The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across the customer of the healthcare institution. This study can be replicated with larger sample size and involving more healthcare institutions in order to examine the stability of the HSQ model. Practical implications - Healthcare institution's managers can use the HSQ model to monitor, measure, and improve their service quality. Originality/value - There is a lack of research that develops and tests HSQ model based on multi-level approach in the context of developing country. This paper has fulfilled the gap.
机译：目的-本文的目的是在印度尼西亚雅加达开发和测试多级医疗服务质量（HSQ）模型。设计/方法/方法-研究使用了定量研究方法。通过问卷调查收集数据。受访者是印度尼西亚雅加达一家医疗机构的154名患者。结果-研究结果显示了一个多层次的HSQ模型。 HSQ模型包含三个主要维度，即医疗服务结果，医疗服务交互和医疗服务环境。医疗服务的结果具有三个子维度，即等待时间，药物和有效性。医疗服务交互具有三个维度，即软交互，医务人员专业知识和硬交互。医疗服务环境具有两个维度，分别是设备状况和环境状况。研究的局限性/意义-该研究仅在印度尼西亚雅加达的一家医疗机构中进行。使用便利采样方法进行的数据收集以及小样本量的使用导致研究结果在代表整个医疗机构客户方面受到限制。可以使用更大的样本量来复制该研究，并让更多的医疗机构参与，以检查HSQ模型的稳定性。实际意义-医疗机构的经理可以使用HSQ模型来监视，衡量和改善其服务质量。原创性/价值-在发展中国家，缺乏基于多层次方法开发和测试HSQ模型的研究。本文填补了这一空白。

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