Health care service quality: a journey so far. Issue 6 (7th July 2020)

• Record Type: Journal Article
• Authors: Upadhyai, Raghav; Upadhyai, Neha; Jain, Arvind Kumar; Roy, Hiranmoy; Pant, Vimal
• Is Part Of: Benchmarking. Volume 27:Issue 6(2020)
• Page Start: 1893
• Page End: 1927
• Publication Date: 2020-07-07
• Subjects: Health care -- Service quality -- Determinants -- Measurement; Benchmarking (Management) -- Periodicals; Total quality management -- Periodicals; 658.562
• DOI: 10.1108/BIJ-03-2019-0140
• Languages: English
• ISSNs: 1463-5771

Abstract

Abstract : Purpose: Health care service is a widely researched area. Several established models and instruments measuring health care service quality (HCSQ) are available in the published academic literature. The objective of this article is to summarize this vast pool of available knowledge under the themes of HCSQ, its determinants and measurement strategies. Design/methodology/approach: Sixty-three available published studies in peer reviewed journal combed in EBSCO and Google Scholar database have been examined and presented in exemplary literature review. Findings: The findings have been segregated under the themes of HCSQ, its dimensions and determinants. It can be deduced from the findings that in spite of health care being a professional service, the user defined service quality takes center stage. Originality/value: Rather than the seeker of care, the authors call for further research by taking a dyadic view of professional exchanges and including providers' perspectives of care in service quality evaluations as well.