To analyze differences between the two groups, an independent sample t -test was employed to test for statistically significant difference in the mean scores of the two groups. The results are shown in Table 8. In this study, we used data collected from inpatients and outpatients to represent the patient group and excluded the emergency room group because the respondents were caretakers rather than care receivers.
We compared differences in the empathy, tangibles, safety, efficiency, and degree of improvement of care services score between the patient and public groups. Today, one of the most frequently discussed aspects of healthcare service quality is the information generated about and from patients, thus, a patient-centered approach should determine improvements and decisions be made during care treatments [ 3 , 11 ]. Also, organizations need to provide a safe and pleasant treatment environment for not only patients and employees, but also to other general customers of the hospital.
The care environment should make patients to feel comfortable and safe when receiving needed services for disease treatments, diagnosis, and prevention during the hospital stay. It is imperative for healthcare organizations to understand what consumers need or want so they can meet or exceed their care service expectations. Accordingly, healthcare organizations can provide a positive patient experience and satisfaction by doing things right for quality care service and interactions with both patient and staff.
Also, the t-test results of differences between the two groups, patients and the public, showed that there was no significant difference in scores of empathy, tangibles, safety, efficiency, and improvement in care services. Thus, hospitals should explore different approaches to improving customer satisfaction and operational efficiency. Even if the type of disease is the same, the result of treatment could show different effects depending on the various characteristics of the patient, the environment e.
Given these results, improving customer satisfaction through medical treatment presents both a challenge and an opportunity for the hospital. Overall, efficient measurement and improvement of healthcare service quality occur when there is a common understanding about what constitutes quality healthcare service for patients as well as the general public. Thus, defining and evaluating healthcare service quality should be the priority in identifying the most crucial values of a healthcare service process according to the type of treatment and different types of patients and the general public.
Considering the research results presented by previous studies [e. Thus, the results of this study can be applied to healthcare service quality improvement and operational efficiency, both of which can influence patient satisfaction and provider performance. This study has several limitations. First, data was collected from patients and their caretakers or advocates in a hospital with more than beds in South Korea.
Second, the emergency room patients could not participate in the study for obvious reason and thus questionnaires were filled out by their caretakers, shifting the response from experiential to witnessed. Future research should consider these limitations. The comparative research on quality measurement items could be extended through cross-cultural study samples, including different size and type of hospitals, and also longitudinal analyses of the data.
Also, the future study should develop appropriate operational processes for different types of hospitals as hospital characteristics tend to require different types of patient treatments. Total Qual Manag Bus Excell 24 1—2 — Lee D The effect of operational innovation and QM practices on organizational performance in the healthcare sector.
Int J Qual Innov 1 8 :1— Serv Bus. DOI Delaney J, Huselid M The impact of human resource management practices on perceptions of organizational performance. Acad Manag J 39 4 — Meyer S, Collier D An empirical test of the causal relationships in the Baldrige health care pilot criteria. J Oper Manag 19 4 — Pers Psychol — DeJong D Quality improvement using the Baldrige criteria for organizational performance excellence.
Am J Health Syst Pharm 66 1 — Serv Bus 3 1 — Hsieh Y, Huang L, Wang C A framework for the selection of six sigma projects in services: case studies of banking and health care services in Taiwan. Serv Bus 6 2 — Myers B A guide to medical care administration: concepts and principles. Donabedian A The definition of quality and approaches to its assessment. Vuori H Quality assurance of health services: concepts and methodology.
Healthcare Manag Rev 19 4 — Jun M, Peterson R, Zsidisin G The identification and measurement of quality dimensions in healthcare: focus group interview results. Healthcare Manag Rev 23 4 — Shelton P Measuring and improving patient satisfaction. An Aspen publishers, Gaithersburg, MI. Med J Aust 10 :S51—S Evans J, Lindsay W Managing for quality and performance excellence. J Retail 64 1 — Cronin J, Taylor S Measuring service quality: a reexamination and extension.
J Mark 56 3 — J Retail 66 1 — Yesilada F, Direktor E Health service quality: a comparison of public and private hospitals. Afr J Bus Manag 4 6 — Hormozgan Med J 16 4 — Kalepu R Service quality in healthcare sector: an exploratory study on hospitals. Donaldson M Measuring the quality of healthcare. Doran D, Smith P Measuring service quality provision within an eating disorders context. J Serv Mark 19 3 — Nunnally J Psychometric theory, 2nd edn. McGraw Hill, New York. Brown T Confirmatory factor analysis for applied research.
The Guilford Press, New York. Pavlou P, Fygenson M Understanding and prediction electronic commerce adoption: an extension of the theory of planned behavior. MIS Q 30 1 — Cohen J Statistical power analysis for the behavioral science, 2nd edn. Download references. DonHee Lee and Kai K. Kim contributed to the developing research model, data collection and writing of the manuscript.
Service quality management based on the application of the ITIL standard
Both authors read and approved the final manuscript. Correspondence to DonHee Lee. Reprints and Permissions. Search all SpringerOpen articles Search. Background Healthcare has recently received much attention as it is the fastest growing service industry around the globe [ 1 — 3 ]. Proposed research model. Full size image. Table 1 Characteristics of respondents at K-hospital Full size table. Results Comparative analysis of quality measurement items on treatment type Analysis of quality measurement items: inpatients, outpatients, and the emergency room This study analyzed characteristics of three groups: inpatients IN , outpatients OUT , and family members of the patients in the emergency room EM.
Table 7 Result of multiple comparisons Full size table. Table 8 Group statistics Full size table. Table 9 Independent samples test Full size table. Discussion and conclusions Today, one of the most frequently discussed aspects of healthcare service quality is the information generated about and from patients, thus, a patient-centered approach should determine improvements and decisions be made during care treatments [ 3 , 11 ].
References 1. Pers Psychol — Article Google Scholar 7. Serv Bus 3 1 — Article Google Scholar 9. Serv Bus 6 2 — Article Google Scholar Denmark Google Scholar An Aspen publishers, Gaithersburg, MI J Retail 64 1 —40 Google Scholar J Mark 56 3 —68 Article Google Scholar J Retail 66 1 —55 Google Scholar Hormozgan Med J 16 4 — Google Scholar Online course delivery: An empirical investigation of factors affecting student satisfaction. Journal of Education for Business , 85 , 95— Bhuasiri, W. Critical success factors for e-learning in developing countries: A comparative analysis between ICT experts and faculty.
Bolliger, D. Key factors for determining student satisfaction in online courses. Boulding, W. A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research , 30 , 7— Boyd, P. Computers and Composition , 25 2 , — Broadbent, J. The Internet and Higher Education , 27 , 1— Castan, J. Quality perceived by online students: The influence of contextual factors. Current Developments in Technology-Assisted Education , — Chow, W. Procedia-Social and Behavioral Sciences , , — CIEM Cuthbert, P.
Managing Service Quality , 6 3 , 31— Dado, J. An empirical investigation into the construct of higher education service quality. Dehghan, A. The antecedents of student loyalty in online programs. International Journal of Educational Management , 28 1 , 15— DeLone, W. Journal of Management Information Systems , 19 4 , 9— Donlagic, S. Management , 20 1 , 39— Dursun, T. Perceived quality of distance education from the user perspective. Eom, B. Decision Sciences , 16 1 , 42— Fazlollahtabar, H. A knowledge-based user interface to optimize curriculum utility in an e-learning system.
International Journal of Enterprise Information Systems , 8 3 , 34— Goh, F.
Journal of E-learning and Knowledge Society , 13 2 , — Gronroos, C. Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of Business Research , 20 1 , 3— Hair, J. Multivariate data analysis , 7th ed. New Jersey: Prentice Hall. Han, S. Harman, G. Reforming teaching and learning in Vietnam's higher education system. Haaland, M. Nghi Eds. London: Springer. Helgesen, O. Some field study evidence.
International Journal of Educational Management , 21 2 , — Hennig-Thurau, T. Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of Service Research , 4 3 , — Hollenbeck, C. Distance learning trends and benchmarks: Lessons from an online MBA program.
Marketing Education Review , 15 2 , 39— Howell, S. Student support services. Howard, J. Boettcher, L. Justice, K. Schenk, P. Berg Eds. Hershey: Idea Group Reference.
- Heroines of the Rebellion: Or, Womans Work in the Civil War.
- Re-reading the Gospel of Mark Amidst Loss and Trauma?
- (PDF) A Proposed Scale for Measuring E-service Quality | Reima Suomi - iqegumybiwyf.ml!
Hoyt, J. Beyond customer satisfaction: Reexamining customer loyalty to evaluate continuing education programs. The Journal of Continuing Higher Education , 59 1 , 21— Hughey, D. The Quality Management Journal , 10 3 , 33— Hussin, H. Campus-Wide Information Systems , 26 1 , 4— Jayasuriya, R. Determinants of microcomputer technology use: Implications for education and training of health staff. Jiang, A. Measuring consumer perceptions of online shopping convenience.
Journal of Service Management , 24 2 , — Johnston, R. The determinants of service quality: Satisfiers and dissatisfiers. International Journal of Service Industry Management , 6 5 , 53— Jun, M. The key determinants of internet banking service quality: A content analysis. The International Journal of Banking Marketing , 19 7 , — Kilburn, A. Drivers of student retention: System availability, privacy, value and loyalty in online higher education.
Academy of Educational Leadership Journal , 18 4 , 1— Kilburn, B. Building collegiate e-loyalty: The role of perceived value in the quality-loyalty linkage in online higher education. Kline, R. Principles and practice of structural equation modelling , 2nd ed. New York: The Guilford Press. Kuo, Y. Interaction, internet self-efficacy, and self-regulated learning as predictors of student satisfaction in online education courses. The Internet and Higher Education , 20 , 35— Lee, S. Examining the relationship among student perception of support, course satisfaction, and learning outcomes in online learning.
The Internet and Higher Education , 14 3 , — Lee, W. Online support service quality, online learning acceptance, and student satisfaction. Internet and Higher Education , 13 , — Legcevic, J. Levy, Y. Comparing dropouts and persistence in e-learning courses. Lin, F. Lin, H. The impact of website quality dimensions on customer satisfaction in the B2C e-commerce context.
Total Quality Management , 18 4 , — Liu, C. Exploring the factors associated with web site success in the context of electronic commerce. Information and Management , 38 1 , 23— Loiacono, E. Working Paper, Worcester Polytechnic Institute. Machado-Da-Silva, N. Turkish Online Journal of Distance Education , 15 3 , — Martinez-Arguelles, J.
Dimensions of perceived service quality in higher education virtual learning environments. Martinez-Arguelles, M. Perceived service quality and student loyalty in an online university. Masrom, M. Critical success in e-learning: An examination of technological and institutional support factors. Miyazoe, T. The interaction equivalency theorem. Journal of Interactive Online Learning , 9 2 , 94— Moore, M. Distance education: A systems view. Belmont: Wadsworth.
Oliver, R. Whence consumer loyalty? Journal of Marketing , 63 , 33— The influence of time on student perceptions of service quality: the need for longitudinal measures. Journal of Educational Administration , 41 3 , — Ozkan, S. Paechter, M. Computers in Education , 54 1 , — Parasuraman, A. The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science , 28 1 , — A conceptual model of service quality and its implications for future research.
Journal of Marketing , 49 4 , 41— Journal of Retailing , 64 1 , 12— E-S-Qual: A multiple-item scale for assessing electronic service quality. Journal of Service Research , 7 3 , — Parves, S. Antecedents and consequences of service quality in a higher education context: A qualitative research approach. Quality Assurance in Education , 21 1 , 70— Peltier, W.
The interdependence of the factors influencing the perceived quality of the online learning experience: A causal model. Journal of Marketing Education , 29 2 , — Pham, L. International Journal of Enterprise Information Systems , 10 2 , — Student perceptions of e-learning service quality, e-satisfaction, and e-loyalty. International Journal of Enterprise Information Systems , 14 3 , 19— Pikkarainen, K. The measurement of end-user computing satisfaction of online banking services: Empirical evidence from Finland.
Pituch, K. The influence of system characteristics on e-learning use. Polatoglu, V. International Journal of Bank Marketing , 19 4 , — Reisetter, M. Roca, J. Understanding e-learning continuance intention: An extension of the technology acceptance model.
Human—Computer Studies , 64 6 , — Rosen, L. Prioritizing the dimensions of service quality: An empirical investigation and strategic assessment.
International Journal of Service Industry Management , 5 4 , 39— Sahney, S. International Journal of Productivity and Performance Management , 53 , — Sarabadani, J. International Journal of Enterprise Information Systems , 13 1 , 38— Selim, H. Critical success factors for e-learning acceptance: Confirmatory factor models.
The service quality-satisfaction link revisited: exploring asymmetries and dynamics
Shahsavar, T. PLoS One , 12 12 , 1— Shaik, N. Online Journal of Distance Learning Administration , 9 2 , — Sher, A. Assessing the relationship of student—instructor and student— Student interaction to student learning and satisfaction in web-based online learning environment. Journal of Interactive Online Learning , 8 2 , — Sohn, C. Customer evaluation of internet-based service quality and intention to re-use internet-based services.
Unpublished dissertation. Stodnick, M. Decision Sciences Journal of Innovative Education , 6 1 , — Taylor, P. Can clickers cure crowded classes? Tsai, C. The application of mobile technology in e-learning and online education environments: A review of publications in SSCI-indexed journals from to International Journal of Enterprise Information Systems , 9 4 , 85— Extension phase: Vietnam blended learning program Distance education in Vietnam: Development and quality issues.
Wang, S. Measuring e-learning systems success in an organizational context: Scale development and validation. Computers in Human Behavior , 23 , — Weaver, D. Academic and student use of a learning management system: Implications for quality. Australasian Journal of Educational Technology , 24 1 , 30— Welch, A. Internationalization of Vietnamese higher education: Retrospect and prospect.
Harman, M. Dordrecht: Springer. Wisloski, J. Wolfinbarger, M. ETailQ: Dimensionalization, measuring and predicting Etail quality. Journal of Retailing , 79 3 , — Wu, B. Identifying the influential factors of knowledge sharing in e-learning 2. Yang, Z. Development and validation of an instrument to measure user perceived service quality of information presenting web portals.
Consumer perception of e-service quality: From internet purchaser and non-purchaser perspective. Journal of Business Strategies , 25 2 , 59— Measuring customer perceived online service quality: Scale development and managerial implications. Yilmaz, R. Exploring the role of e-learning readiness on student satisfaction and motivation in flipped classroom.
Computers in Human Behavior , 70 C , — Yoo, B. Developing a scale to measure the perceived quality of an internet shopping site Sitequal. Quarterly Journal of Electronic Commerce , 2 1 , 31— Zeithaml, V. Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science , 30 4 , — Download references.
LP and YBL formulated the study idea and developed the conceptual framework. All authors wrote, read, and approved the final manuscript. Correspondence to Yam B. Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Reprints and Permissions. Search all SpringerOpen articles Search.
Research article Open Access Published: 08 March Does e-learning service quality influence e-learning student satisfaction and loyalty? Abstract Prior studies on e-learning service quality were conducted mainly in developed countries; however, little effort has been made in emerging countries. Conceptual framework and hypothesis development Based on the review of previous relevant studies discussed above, the authors propose and empirically test a theoretical model see Fig.
Conceptual model. Full size image. Results Confirmatory factor analysis for e-learning service quality dimensions Because the e-learning service quality attributes extracted above were exploratory, it was necessary to carry out a confirmatory factor analysis for these e-learning service quality attributes before testing hypotheses. Reliability and validity of the whole measurement model Before testing hypotheses, we first determine reliability and validity of the whole measurement model.
Regression coefficient estimates and adjusted R 2 values. T-statistic values of the structural model. Limitations and future research This research has made a significant contribution to the literature by pinpointing three e-learning service quality attributes constituting overall e-learning service quality in Vietnam — an emerging country. References Al-Rahmi, M. Google Scholar Alsabawy, Y. Google Scholar Al-Samarraie, H. Google Scholar Anderson, R. Google Scholar Arbaugh, J.
Google Scholar Bagozzi, R. Google Scholar Beqiri, M. Google Scholar Bhuasiri, W. Google Scholar Bolliger, D. Google Scholar Boulding, W. Google Scholar Boyd, P. Google Scholar Broadbent, J. Google Scholar Castan, J. Google Scholar Dado, J. Google Scholar Dehghan, A. Google Scholar DeLone, W. Google Scholar Donlagic, S.
Google Scholar Dursun, T. Google Scholar Eom, B. Google Scholar Fazlollahtabar, H. Google Scholar Goh, F. Google Scholar Gronroos, C. Google Scholar Hair, J. Google Scholar Han, S. Google Scholar Harman, G. Google Scholar Helgesen, O. Google Scholar Hennig-Thurau, T.
Google Scholar Hollenbeck, C. Google Scholar Howell, S. Google Scholar Hoyt, J. Google Scholar Hughey, D. Google Scholar Hussin, H. Google Scholar Jayasuriya, R. Google Scholar Jiang, A. Google Scholar Johnston, R. Google Scholar Jun, M. Google Scholar Kilburn, A. Google Scholar Kilburn, B. Google Scholar Kline, R. Google Scholar Kuo, Y. Google Scholar Lee, S. Google Scholar Lee, W. Google Scholar Legcevic, J.
Google Scholar Levy, Y. Google Scholar Lin, F. Google Scholar Lin, H.
- Aigebres de fonctions et espaces de Hardy?
- Assessing healthcare service quality: a comparative study of patient treatment types.
- Coaching in Depth: The Organizational Role Analysis Approach;
- The service quality-satisfaction link revisited: exploring asymmetries and dynamics | SpringerLink!
- Service Quality Management: How to Measure and Manage It!
- Dynamics of Identity in the World of the Early Christians!
- The Century.
Google Scholar Liu, C.