Do the servicescape of public and private hospitals differ? The Malaysian context. Issue 3 (13th September 2019)

• Record Type: Journal Article
• Authors: Lai, Kim Piew; Chong, Siong Choy
• Is Part Of: International journal of quality and service sciences. Volume 11:Issue 3(2019)
• Page Start: 357
• Page End: 377
• Publication Date: 2019-09-13
• Subjects: Hospitals -- Patient care -- Service design -- Service interactions; Service industries -- Quality control -- Periodicals; Service industries -- Quality control -- Statistics -- Periodicals; Service industries -- Management -- Periodicals; Service industries -- Management -- Statistics -- Periodicals; 338.4
• DOI: 10.1108/IJQSS-04-2018-0043
• Languages: English
• ISSNs: 1756-669X

Abstract

Abstract : Purpose: This study aims to explore if public and private hospitals have differing servicescape attributes. Design/methodology/approach: The study uses a two-stage (EFA and CFA) procedure for identifying the servicescape attributes and examining their validity in the context of public and private hospitals. Findings: The findings indicate that, in different contexts, patients would expect different aesthetics of servicescape attributes and how they are influenced by the hospital premises. Research limitations/implications: It is interesting to note that: not all of the attributes that appear in both contexts are exactly the same; patients do not seem to face difficulties in analysing and interpreting directional cues, even though the spatial orientation in private hospitals is relatively smaller; the way patients of public hospitals draw inference about the ambient conditions is not consistent with private hospitals; and patients perceive that private hospitals pay special attention to developing a built environment that facilitates treatment and recovery process via interior layout, as well as decoration and architecture attributes. Practical implications: The study grounds the servicescape attributes and provides insights to effectively promote public and private hospitals. Originality/value: This study may be amongst the first to offer servicescape evidence in both the public and private hospitals.