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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.

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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 ].

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E-QIP's Quick QI Webinar Series Video #5: Measuring and Understanding Your System

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The service quality-satisfaction link revisited: exploring asymmetries and dynamics

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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.

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Services on Demand

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