literature review on service quality dimensions

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Introduction, acknowledgements, conflict of interest.

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Dimensions of service quality in healthcare: a systematic review of literature

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Iram Fatima, Ayesha Humayun, Usman Iqbal, Muhammad Shafiq, Dimensions of service quality in healthcare: a systematic review of literature, International Journal for Quality in Health Care , Volume 31, Issue 1, February 2019, Pages 11–29, https://doi.org/10.1093/intqhc/mzy125

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Various dimensions of healthcare service quality were used and discussed in literature across the globe. This study presents an updated meaningful review of the extensive research that has been conducted on measuring dimensions of healthcare service quality.

Systematic review method in current study is based on PRISMA guidelines. We searched for literature using databases such as Google, Google Scholar, PubMed and Social Science, Citation Index.

In this study, we screened 1921 identified papers using search terms/phrases. Snowball strategies were adopted to extract published articles from January 1997 till December 2016.

Two-hundred and fourteen papers were identified as relevant for data extraction; completed by two researchers, double checked by the other two to develop agreement in discrepancies. In total, 74 studies fulfilled our pre-defined inclusion and exclusion criteria for data analysis.

Service quality is mainly measured as technical and functional, incorporating many sub-dimensions. We synthesized the information about dimensions of healthcare service quality with reference to developed and developing countries. ‘Tangibility’ is found to be the most common contributing factor whereas ‘SERVQUAL’ as the most commonly used model to measure healthcare service quality.

There are core dimensions of healthcare service quality that are commonly found in all models used in current reviewed studies. We found a little difference in these core dimensions while focusing dimensions in both developed and developing countries, as mostly SERVQUAL is being used as the basic model to either generate a new one or to add further contextual dimensions. The current study ranked the contributing factors based on their frequency in literature. Based on these priorities, if factors are addressed irrespective of any context, may lead to contribute to improve healthcare quality and may provide an important information for evidence-informed decision-making.

Service quality has been discussed and defined in literature by studies like Parasuraman et al. [ 1 ]. Authors proposed service quality as ‘The degree and direction of discrepancy between consumer’s perceptions and expectations.’ Cronin and Taylor [ 2 ] emphasized on service quality in terms of ‘performance-only measures’ that are based only on consumers' perceptions of performance of a service provider. These definitions were broadly accepted, challenged and modified by many studies in different years with varied contexts. Studies formulated and theorized various models to discuss the concept.

Amongst them, one of the earlier and basic model describing the aforementioned concept was of Gronroos [ 3 ]. Authors identified three attributes of service quality named, functional quality, technical quality and image. Silvestro et al. [ 4 ] compared, contrasted and assimilated literature of Total Quality Management (TQM) perspectives in manufacturing and highlighted service quality to be evidently influenced by manufacturing TQM. Influence of such participative and continuous organizational process may lead to organizational productivity and growth.

Focusing on generic models for service quality, Parasuraman et al. [ 1 ] suggested a concise model to assess service quality within an organization named SERVQUAL. This model was the continuation of a previous model where so far 10 dimensions (Tangibility, Reliability, Assurance, Responsiveness, Empathy, Communication, Competence, Credibility, Courtesy and Security) were lessened to 5 dimensions (Tangibility, Reliability, Assurance, Responsiveness and Empathy) with 97 items in former and 22 items in the later model.

Haywood-Farmer [ 5 ] described an ‘attribute service quality model’ that was comprised of three basic attributes that are professional judgment, physical facilities and processes, and behavioral aspects where each attribute consists of several factors. The focus of this model was the provision of high-quality services as per preferences and expectations consistently.

Brogowicz et al. [ 6 ] synthesized a model of service quality focusing on three factors like company image, external influences and traditional marketing activities as the ‘attributes’ that effect technical and functional quality expectations. Mattson [ 7 ] developed ‘Ideal value model of service quality’ and presented ‘Value approach to service quality modeling as an outcome of satisfaction process.’ It focused to negative disconfirmation of customers by suggesting to pay attention to cognitive processes of customer service concepts.

Teas [ 8 ] suggested ‘Evaluated performance and normal quality model’ with the assumption that ‘perceived ability of the product to deliver satisfaction can be conceptualized as the product’s relative congruence with the consumer’s ideal product features’. Similarly, some other researchers like Dabholkar [ 9 ], Spreng and Mackoy [ 10 ], Philip and Hazlett [ 11 ], Sweeney et al. [ 12 ], etc. proposed their model in various service sector organizations. But the model that has gained much support from researchers is Gap model and SERVQUAL suggested by Parasuraman, Parasuraman and Johnson [ 1 , 13 , 14 ]. Gronroos [ 3 ] model has also gained much attention by researchers though not to the extent as that of SERVQUAL so far [ 15 ] but found better in determining customer satisfaction when consumers were actively involved in service delivery processes [ 16 ].

Similarly, in the particular context of healthcare, Donabedian [ 17 ] defined service quality in hospitals as ‘The abilities to reach the desired objectives using legitimate means,’ where the desired objectives implied ‘the achievable level of health.’ While medical service quality has been argued by Fuentes [ 18 ], as ‘a multidimensional concept reflecting a judgment as to whether the service performed for a patient was the most appropriate to produce the best result that could be reasonably expected by the patient, and whether those services were delivered with due attention to the doctor/patient relationship.’ Aagja and Garg [ 19 ] stated hospital service quality as ‘the discrepancy between patient’s or patient’s attendants’ perceptions of services offered by a particular hospital and their expectations about hospitals offering such services.’

Focusing on the idea of ‘measuring dimensions of service quality in health care,’ this study attempts to systematically review and summarize studies and synthesize evidence focused on the work of the last 20 years.

Reporting systematic review

In order to collect significant information for the determination of hospital service quality dimensions in the literature so far, we have developed PRISMA statement, flow diagram and checklist. The processes involved steps like identification process, screening process, eligibility criteria and then the final selection of articles.

Identification process

Identification process includes selection of records using various database searches and additional records through other sources. Other sources include relevant studies recommended by experts.

A systematic search using databases of ‘Google,’ ‘Google Scholar,’ ‘PubMed,’ Scopus and ‘Social Science Citation Index’ (via Web of Science) was carried out. Criterion of time duration selection was based on the limited knowledge before 1997. Key terms were used for search purposes. Only titles were read and if found relevant, were included in the list along with search for gray literature and discussion with experts for other sources. No language, publication type or year restriction was applied.

Search terms/phrases

Generic search terms with Boolean connectors (with truncation)

In PUBMED, the symbol ‘*’ denotes the preceding word combined with any letters to follow, e.g. ‘Method*’ reflects ‘Methods,’ ‘Methodology,’ ‘Methodologies,’ etc.

This search strategy seems to be impractical for other databases. In addition to that, for PubMed we applied a more sensitive filter that was developed by Terwee et al. [ 92 ] to better capture measurement instruments.

Screening process

PRISMA guidelines were followed for the screening process, where search results of databases were checked for duplicates using two softwares; Mandalay and EndNote. All duplicates were removed. Abstracts were read and full-texts were thoroughly studied.

Data extraction eligibility criteria

We developed a standardized excel sheet for data extraction from selected studies. Eligibility criteria for research type includes either quantitative, qualitative or mixed methods having all kinds of observational and interventional studies. There was no sample size restriction and no restriction of quality measurement technique or model used, however, it was emphasized that they must determine quality dimensions in their respective studies. The development of this sheet was informed by criteria for the assessment of measurement instruments as given below in Sections 2.4.1 and 2.4.2 and by quality improvement theory.

Inclusion criteria

Studies were selected if they complied with each of the following criteria: focusing on measuring dimensions of service quality of healthcare or hospitals; discussing models/instruments/tools used for measuring service quality in healthcare/hospitals; addressing development or application of a measurement tool/model/instrument and referring to the hospital setting or healthcare. Only original research papers and case studies were included. We used snowball strategies to screen reference lists of relevant, eligible studies. After completing list of articles with relevant titles from all sources, researchers removed duplicates. Papers were screened using pre-defined inclusion and exclusion criteria.

Exclusion criteria

We excluded studies that did not mention precise sampling technique adequately, review papers and perspectives that addressed improvement models not targeted at the healthcare sector, studies highlighting hospital performance, data on quality outcomes rather than regarding systems and strategies for measuring quality, quality and safety studies targeting small individual strategies such as improving hand hygiene practices as well as studies based on quality measurement strategies that did not assess their implementation using specific evaluation tools.

Research team

The research team was comprised of four researchers (academicians as well as consultants). Two of them collected, selected, analyzed and then classified published articles on measuring service quality in hospitals. The other two investigators resolved identified discrepancies by consensus agreement. We selected research papers using the following review questions: ‘which dimensions of healthcare service quality are measurable?’ and ‘what are service quality models used to assess hospital service quality?’

Data analysis

For better comparison of studies, an evidence table was manually generated. The evidence table possesses author name, year, country, respondents, data collection method, sample size, data analysis approach, sampling method and study design, model/tool/instrument used to assess quality dimensions and finally dimensions of service quality measured through these models in each study. All dimensions were listed as codes and these codes were categorized and then themes/patterns were extracted out of these codes followed by content analysis.

Selection of articles

Primarily, basic characteristics of included studies were collected (author and year, country, study design, respondents, survey administration, etc.) based on the data extraction sheet. Secondly, detailed information on the determination of service quality dimensions, development of measurement instruments and their psychometric properties were obtained. These properties were concerned with item generation and response scales, thus, testing for psychometric properties (reliability, validity and scoring) and domains of respective instruments.

This study was uncircumscribed to studies adopting specific methodological approach, nor did it confine to only empirical studies. Out of 214, 74 studies extracted reported service quality dimensions across the globe as presented in Fig. 1 . While observing sampling technique, the largest number of studies were included in ‘Others’ category presenting inadequately discussed sampling technique. Convenience sampling was on second and simple random sampling on third. Sampling techniques used in 74 eligible studies are shown in Fig. 2 .

Flow chart identifying, screening and selecting eligible studies for systematic review from January 1997 till December 2016.

Sampling type of studies used for qualitative synthesis.

Figure 3 depicts design of studies used in qualitative synthesis of study. The category ‘others’ has the highest studies that showed designs that were not clearly stated, while on second number cross-sectional studies were conducted.

Study designs of studies used for qualitative synthesis.

We found that 36(48.64%) studies performed factor analysis, 30(40.54%) studies did descriptive statistics only, while rest of the studies executed regression analysis (10.81%) as shown in Fig. 4 . Sample size of ≥500 respondents was taken in 14(18.91%) studies whereas rest of 60(81.1%) studies possess ≤500 as given in Fig. 5 .

Data analysis approach of studies used for qualitative synthesis.

Sample size (no. of respondents) of studies used for qualitative synthesis.

Moreover, 61(82.43%) studies collected data via questionnaire as survey tool, 3(4.05%) studies conducted focus groups and 9(12.2 %) studies performed interviews while the rest of them used direct observation and hospital records as presented in Fig. 6 .

Data collection METHOD of studies used for qualitative synthesis.

Year-wise systematic search of eligible articles

Service quality models applied in hospitals

Summary of selected studies on measuring hospital service quality

Some of the researchers argued that ‘RATER model have some serious problems’ like ‘factors that did not load on their respective dimensions,’ [ 85 ] ‘five component scale structure was not supported [ 97 , 64 ] five factor model has a poor fit’ [ 98 , 99 ]. Therefore, researchers such as Nadi et al [ 20 ] added ‘physical appearance,’ Yamoah et al . [ 66 ] supplemented ‘affordability,’ Untachai and Zarei et al . [ 28 , 42 ] both appended ‘cost,’ Kara et al . [ 62 ] proposed ‘courtesy,’ Jabnoun et al . [ 63 ] put ‘administrative responsiveness and supporting skills,’ Andaleeb et al . [ 50 ] added ‘communication and bakhsheesh’ Tucker et al . [ 100 ] introduced ‘caring,’ ‘communication’ and ‘outcome’ while Cheng et al . [ 55 ] augmented new dimensions like ‘accessibility and affordability,’ respectively, to SERVQUAL.

Evidence from literature about service quality dimensions with or without SERVQUAL

Lee and Kim [ 94 ] developed a model using structural equation modeling to assess healthcare service quality named HEALTHQUAL and identified empathy, tangible, safety, efficiency and improvements of care service and shed new discernments about their relative importance. They compared type of patient treatment (inpatients, outpatients and emergency room) in both patients and the general public in order to improve hospital service quality and operational efficiency [ 101 ]. This model is considered using patient’s perspective, employee’s perspective and the accreditation institution’s perspective. We assume that study could not be generalized as it was limited to one hospital only and more research is needed to validate the model in a number of hospitals with varied sectors and cultures. The model also lacks predictive validity test for certain constructs.

Bediwan and Efendi [ 95 ] employed a qualitative approach in order to contribute new dimensions in literature of service quality. They found responsiveness, value, technical, access, interpersonal, tangibles and outcome. These dimensions need to be empirically validated. Findings of model were different from that of typical model introduced by Parasuraman et al. [ 1 , 13 ]. We feel that by customizing this service quality model to necessities and uniqueness of hospital service may enrich the hospital service quality literature.

Sumaedi et al . [ 96 ] hypothesized a multilevel healthcare service quality model in Jakarta and identified three primary dimensions: named healthcare service outcome, healthcare service interaction and healthcare service environment. First, two dimensions possess three sub-dimensions each, i.e. waiting time, medicine and effectiveness and soft interaction, medical personnel expertise, hard interaction, respectively, while the last dimension possess two sub-dimensions: equipment condition and ambient condition. This model proved to be stable verified against respondents’ gender, age and income.

Untachai [ 42 ] proposed a second-order factor model for hospitals in Thailand. In this study, authors argued service quality to be one-dimensional construct because it has direct causal influence on five attributes reliability, cost, tangible, empathy and response. The model operationalized these five latent variables by 17 manifest variables acting as reflective indicators. This determined that patients assess hospital service quality with five basic dimensions but they view overall service quality as a higher-order factor that apprehended implication mutual to all dimensions.

Rakhmawati et al . [ 41 ] developed public health center service quality model in Indonesia with 24 indicators having 4 dimensions that are ‘the quality of healthcare delivery, the quality of administration process, the quality of healthcare personnel and the adequacy of health care resources.’ The model met the criteria of discriminant and convergent validity. The research was conducted in public health centers only leaving room for implication of findings to private sector health centers. Therefore, in order to generalize model better sampling method and study design-based study is required for future perspectives.

Chahal and Kumari [ 35 ] developed modified hierarchical approach model introducing three primary dimensions: interaction quality, physical environment quality and outcome quality. Authors announced their significant relationship with four service performance measures that include waiting time, patient satisfaction, patient loyalty and image. The model depicted high degree of convergent validity, content validity and discriminant validity. The model is restricted to a government hospital only, therefore, possesses the limitation to be generalized in private sector hospitals. As this study was conceptualized in a developing country, therefore, it is needed to be empirically tested in developed countries as well.

Aagja and Garg [ 34 ] developed a scale termed as public hospital service quality (PubHosQual) with five dimensions named ‘admission, medical service, overall service, discharge process and social responsibility.’ This diagnostic tool possesses dimensions of SERVQUAL and some other dimensions that varied from the SERVQUAL ones. Author compared reliabilities and validities of both scales and found 0.72–0.86 and 0.58–0.89, respectively. The study concentrated on only one multi-specialty public hospital in developing countries like India where area catchment of the population was predominantly from lower-middle to middle-income social class. Therefore, developed instrument can be tested for validity in varied cultural contexts.

Lee [ 102 ] has studied SERVQUAL conceptualization to measure hospital service quality in developing countries and suggested four factors solution. The major contributing factors to evaluate service quality include ‘modern facilities,’ ‘being able to trust doctors,’ ‘employees getting adequate support from the hospital,’ ‘willingness to help patients’ and ‘being dependable.’ The stability of those factors is evidenced by scale’s reliability. The author criticized SERVQUAL due to lack of contextual stability.

A hierarchical model of health service quality was suggested by Dagger et al . [ 57 ], for determining health service quality. A qualitative study was conducted in two different healthcare contexts: oncology clinics and a general medical practice with three diverse field studies of healthcare patients. In this study, authors found nine sub-dimensions that were introduced from four primary dimensions. The primary dimensions were interpersonal quality, technical quality, environmental quality and administrative quality. The sub-dimensions included interaction, operation, expertise, atmosphere, relationship, outcome, tangibles, timeliness and support. The study also explained the impact of service quality on service satisfaction and behavioral intentions.

Shemwell and Yavas [ 87 ] developed a scale using second-order confirmatory factor analysis using sector-specific conceptualization of hospital service quality. This model provides two concrete benefits of problem analysis at the abstract level and then its conceptualization to provide strategic direction for problem-solving. We feel that the information obtained from the scale might be useful at individual attribute level, that means management or consultant may identify an area of problem-solving at the individual question.

Hospital service quality dimensions in varied nations

Perception-based service quality is highly culture-centric. Studies conceptualized in western culture do not reveal patient’s beliefs, thoughts and self-concepts as that of in Asian culture. These concepts are extremely important in the assimilation of a patient’s experience of illness and expectations, and perceptions of accessible healthcare services. Self-believes can enormously affect the quality of physician–patient relationship and of medical visit too.

Studies such as Donthu and Yoo [ 103 ] reported that highly collectivist and power distant countries exhibit low level of service quality expectations. They pointed that short-term oriented culture demanded low service quality in comparison to long-term oriented counterparts and cultures of developing nations like India where service quality exhibit cost as differentiating strategy.

Service quality being an elusive construct in nature possesses challenges related to its measurement for both academicians and practitioners while focusing on diversified cultures. The dimensions that seem to be valid or applicable in one country may not be applicable to service context of another [ 104 ]. The number of service quality dimensions depends on the type of services being offered within the facility [ 105 ]. Therefore, various researchers studied hospital service quality in both developing and developed nations and suggested varied dimensions as given below.

Service quality dimensions in developing countries

Across the globe, studies on hospital service quality as given in Table 2 determined various attributes to bring change in hospital services. Majority of researchers in developing nations like Iran, Pakistan, Bangladesh, India, etc. have exploited already developed scale and its dimensions except Pouragha and Zarei [ 23 ] in Iran, Mekoth et al. [ 31 ], Aagja and Garg [ 34 ], Chahal and Kumari [ 35 ], Narang [ 36 ], Duggirala et al. [ 40 ] in India.

Pouragha and Zarei [ 23 ] determined accessibility, appointment, perceived waiting time, admission process, physical environment, physician consultation, information to patient, perceived cost of services as dimensions of hospital service quality. Mekoth et al . [ 31 ] identified physician quality, clinical staff quality, non-clinical staff quality and waiting time as new dimensions for hospital service quality. Aagja and Garg [ 34 ] suggested admission, medical service, overall service, discharge process and social responsibility as determinants of service quality in hospitals.

Chahal and Kumari [ 35 ] used structural equation modeling and suggested physical environment quality, Interaction quality and outcome quality as attributes of hospital service quality. This study unveils the fact that interaction quality is more significant than attitude, behavior and process quality. All dimensions identified collectively put way forward for the patient satisfaction and loyalty. These dimensions being tactical, short-run oriented and radically altered can be turned into reality with existing financial resources. Narang [ 36 ] determined health personnel and practices, healthcare delivery, human personnel practices and conduct, adequacy of resources and services as factors for hospital service quality. The study brings into consideration a patient’s opinions necessary for effective and incremental change, improvement in healthcare processes, systems and overall organization. Moreover, study draws attention of policy makers and healthcare providers towards immediate and urgent response to the measured perceived service quality for improving healthcare services. Infrastructure, personal quality, process of clinical care, administrative processes, safety indicators, overall experience of medical care, social responsibility are conceptualized as determinants of hospital service quality by Duggirala et al . [ 40 ].

Service quality dimensions in developed countries

Service quality models for hospitals used in eligible articles

Raftopoulos [ 72 ], Karassavidou et al . [ 73 ] and Angelopoulou et al . [ 77 ] though being from Greece yet identified varied dimensions that include professional competence and interpersonal skills for both physicians and nurses, cost of medical care, surroundings (temperature, noise, decoration), quality of food and administrative services offered; human aspect, physical environment and infrastructure, access; and nurse’s technical and interpersonal competence, physician’s interpersonal competence, physician’s technical competence and structure characteristics respectively. Raposo et al . [ 74 ] from Portugal proposed staff, facilities, medical care, nursing care using Partial Least Squares (PLS) path modeling.

Gabott and Hogg [ 84 ] using highest respondents of survey reported range of services, empathy, physical access, doctor specific, situational, responsiveness as dimensions of service quality in the UK but Tomes and Ng [ 82 ] identified empathy, relationship of mutual respect, dignity, understanding of illness, religious needs, food and physical environment despite sharing the same culture.

Shemwell and Yavas [ 87 ], Sower et al . [ 86 ] and Zifko-Baliga and Krampf [ 88 ] also shared the same US culture but suggested varied dimensions like search attributes, credence attributes and experience attributes; respect and caring, effectiveness and continuity, appropriateness, information, efficiency, meals, first impression, staff diversity and professional expertise, validation of patient belief, interactive communication, image, antithetical performance, interactive caring, professional efficiency, individualized reliability, perspicacity, skills, physical cure, emotional cure, amenities and billing procedure.

This systematic search of literature of developed and developing countries combined evidence and analyzed the diversity in dimensions found in their work. Contextual elements encouraged researchers of these studies to develop their own tools or to modify the existing ones by adding dimensions and sub-dimensions important in their socio-demographic, cultural and geo-political context. We found a range of dimensions from most used to least used and this diversity can be utilized for further research.

This study has the advantage of being able to review articles based on hospital service quality using PRISMA guidelines to bring out an overview of quality articles. PRISMA has been proved as instrumental for both qualitative and quantitative synthesis of reviews, but the current review is focused on qualitative synthesis only. After searching multiple times, we suggest that the current study is the first systematic review on the stated topic using PRISMA guidelines with qualitative synthesis. A future research is in need to map out a frame for section assessment as well as to classify articles into certain categories according to individuals’ quality and also conduct quantitative synthesis using meta-analysis.

One of limitations of this review includes inaccessibility of few databases in Pakistan and in Universities where the researchers worked, like, CINHAL, EBSCO and EMBASE. For some papers, we could find the abstract or title but not full text and some were in different languages. Time frames like one from 1997 to 2016 also could be a limitation as 2017 was not included and neither was any data prior to 1997. Though we assume that before 1997, a discrete knowledge had been available focused on hospital service quality dimensions and some studies are not immediately open access available if published in 2017–2018 year.

Recommendations emerged after this review includes the need of hospital service quality measuring contextual dimensions reported in literature. Such as tangibility, that is found to be one of the important contributing factors amongst all studies. Therefore, if it is appropriately assessed and addressed in hospitals, they probably be able to ensure better and much improved services to their stakeholders especially consumers.

Evidence synthesized from this review concludes that SERVQUAL is the most commonly used model for healthcare service quality measurement along with the limited use of other models. Healthcare quality is found to be multidimensional with many different sub-dimensions added in different studies based on their specific contextual need. Similarly, SERVQUAL is also the most common model used in assessing hospital service quality in developing countries. This comprehensive review will guide both managers and researchers in adopting measurement tools and techniques/models for their context looking through a broader framework. In addition to that, current findings encourage further exploration and addition of contextual dimensions of service quality in changing scenarios of healthcare delivery in developing countries.

Authors are thankful of Higher Education Commission, Pakistan for Funding PhD project of First Author, during which period this review had been conducted.

Dr U.I. is the Editor of IJQHC.

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• DOI: 10.1093/intqhc/mzy125
• Corpus ID: 49187620

Dimensions of service quality in healthcare: a systematic review of literature

• I. Fatima , A. Humayun , +1 author Muhammad Imtiaz Shafiq
• Published in International Journal for… 1 February 2019

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Global trends of service quality in healthcare: a bibliometric analysis of scopus database., applicability of healthcare service quality models and dimensions: future research directions, healthcare service quality and patient satisfaction: a conceptual framework, research themes on the quality of public services exemplified by healthcare services — a bibliometric analysis, development and validation of primary health care quality assessment tool, development and validation of survey instrument for measurement of hospital functional service quality, ascertaining service quality and medical practitioners' sensitivity towards surgical instruments using servqual, healthcare service delivery perception among nhis-hmo enrollees in lagos hospitals, factors determining the quality of health services provided to covid-19 patients from the perspective of healthcare providers: based on the donabedian model, healthcare quality for muslims: tccm and tsr frameworks analyses, 102 references, healthqual: a multi-item scale for assessing healthcare service quality, healthcare service quality model: a multi-level approach with empirical evidence from a developing country, patient‐perceived dimensions of total quality service in healthcare, hospital services quality assessment: hospitals of kerman university of medical sciences, as a tangible example of a developing country., private healthcare quality: applying a servqual model., factors affecting patient satisfaction and healthcare quality., development of a methodological pubmed search filter for finding studies on measurement properties of measurement instruments, measuring hospital service quality: a methodological study, measuring perceived service quality for public hospitals (pubhosqual) in the indian context, developing a service quality measurement model of public health center in indonesia, related papers.

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Dimensions of hospital service quality: a critical review: perspective of patients from global studies

Affiliation.

• 1 Manipal Institute of Management, Manipal, India. [email protected]
• PMID: 23795424
• DOI: 10.1108/09526861311319555

Purpose: The purpose of this paper is to review the service quality dimensions established in various studies conducted across the world specifically applied to health care.

Design/methodology/approach: Studies conducted on quality of care selected from literature databases - Ebsco, Emerald Insight, ABI/Inform - was subjected to a comprehensive in-depth content analysis.

Findings: Service quality has been extensively studied with considerable efforts taken to develop survey instruments for measuring purposes. The number of dimensional structure varies across the studies. Self-administered questionnaire dominates in terms of mode of administration adopted in the studies, with respondents ranging from 18 to 85 years. Target sample size ranged from 84-2,000 respondents in self-administered questionnaires and for mail administration ranged from 300-2,600 respondents. Studies vary in terms of the scores used ranging from four to ten-point scale. A total of 27 of the studies have used EFA, 11 studies have used structural equation modelling and eight studies used gap scores. Cronbach's alpha is the most commonly used measure of scale reliability. There is variation in terms of measuring the content, criteria and construct validation among the studies.

Practical implications: The literature offers dimensions used in assessing patient perceived service quality. The review reveals diversity and a plethora of dimensions and methodology to develop the construct discussed.

Originality/value: The reported study describes and contrasts a large number of service-quality measurement constructs and highlights the usage of dimensions. The findings are valuable to academics in terms of dimensions and methodology used, approach for analysis; whereas findings are of value to practitioners in terms of the dimensions found in the research and to identify the gap in their setting.

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Please note you do not have access to teaching notes, understanding service quality: insights from the literature.

Journal of Advances in Management Research

ISSN : 0972-7981

Article publication date: 5 September 2018

Issue publication date: 24 January 2019

The purpose of this paper is to review the service quality (SQ) literature in order to understand issues involved in its conceptualization and operationalization.

Design/methodology/approach

The paper uses systematic literature review method. The unit of analysis is peer-reviewed journal articles published during 1984 to 2017.

Findings suggest manufacturing, banking, information technology, higher education, healthcare are the top sectors contributing to the SQ literature. More than 60 models of the SQ have been identified. Service-driven capabilities may be structured along adaptation with strategic drivers and imperatives, learning and alignment, and problem structuring. In doing so the SQ literature is evolving across overlapping phases of conceptualization, expansion, re-conceptualization and integration.

Research limitations/implications

The paper contributes to the body of knowledge by presenting a unified synthesis of more than 814 articles published in the last three decades.

Practical implications

Insights from the paper will help practitioners in understanding customers’ expectations and accordingly configuring effective service delivery systems, setting standards and communicating value to end-customers. This in turn helps them in developing service-based competencies and achievement of competitive advantage.

Social implications

Insights from the paper may help in conceptualizing and delivering SQ-driven public services.

Originality/value

The paper synthesizes and presents various facets of the SQ as a unified body of knowledge.

• Literature review
• Service quality
• Competitive advantage
• Service delivery

Prakash, G. (2019), "Understanding service quality: insights from the literature", Journal of Advances in Management Research , Vol. 16 No. 1, pp. 64-90. https://doi.org/10.1108/JAMR-01-2018-0008

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CHAPTER -II LITERATURE REVIEW OF SERVICE QUALITY DIMENSIONS

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ANAND AGRAWAL

International Journal of Electronic Marketing and Retailing

narendra sharma

TJPRC Publication

Purpose: This paper reviews recent retail patronage literature and integrates the findings from previous studies into a comprehensive patronage model. As Indian retail modernizes, there is an emerging need to understand the consumer patronage of retail stores. Research on Indian retail is limited because the retail sector is relatively new compared to the highly evolved retail sectors of advanced countries that have been studied extensively. Building on insights from studies across the world, this paper develops a theoretical framework for studying customer patronage behaviour to help Indian retailers study consumer retail patronage and its antecedents. Design/Methodology: Using ‘store patronage’ and ‘retail patronage’ as keywords, the authors searched retail and marketing peer-reviewed journals published since 2000. This screening yielded a set of 63 papers for further study. They were analysed on 4 main areas: how patronage was conceptualized, types of retail outlets studied, customer based independent variables, and store based independent variables affecting patronage. The proposed comprehensive patronage model is based upon this classification scheme, Findings: Synthesizing the findings of these 53 papers, we propose a model comprised of four theoretical constructs: the conceptual definition of retail patronage; customer characteristics affecting patronage; store factors affecting retail patronage; and finally, the patronage model. Research Limitations: The study has two main limitations. First, only retail patronage studies published in recent years were included. Though there are a large number of studies prior to 2000, they were not considered because the goal was to keep the study contemporary. Another limitation is that the paper does not apply quantitative techniques. Originality/Value: In India, store patronage from the consumer perspective is an emerging area of research interest. Studying patronage from the business point of view is also important. The facets of patronage outlined in this paper highlight the stages through which customer engagement with retail outlets develops. In most retail situations, there are multiple causes that influence customers’ overall impressions of retail stores. The proposed model is designed to help managers understand the factors affecting customer perceptions of stores and help them trace the causes and effects of various factors (as well as their interactions) as they affect store patronage. Type of Paper: Secondary research

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