ASSESSMENT AND ASSURANCE OF SERVICE QUALITY IN PEDIATRIC HEALTHCARE IN QATAR
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Published
Mar 1, 2014
Abstract
The purpose of this study was quality assessment and quality assurance in pediatricservices of public and private hospitals in Qatar. The purpose of quality assessmentwas to identify gaps in the delivered services; while quality assurance process wascarried out to ensure no future gaps in quality occur. The objectives were achievedusing a modified SERVQUAL scale and Fuzzy-Quality Function Deployment (Fuzzy-QFD) approach. Data from 179 participants who visit public/private hospitals inQatar was analyzed to find the gaps between expectations and perceptions. The resultsof the SERVQUAL study indicates negative quality gaps for all the service qualitydimensions. The inference that can be drawn from this result is that, in general, thepeople are dissatisfied by the pediatric healthcare services offered by the public/private hospitals in Qatar. Thus, the managers in these hospitals should work towardsimproving the quality of their services, in particular, the responsiveness and empathydimensions. The output of the SERVQUAL study was then utilized to model thosevariables that are important in assuring service quality. This was achieved usingFuzzy-QFD model which demonstrates that there is a set of variables that shouldbe accorded prime importance by the hospitals administrators’ to assure quality inpediatric services.
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Keywords
SERVQUALFuzzy-QFDHealthcarePediatric ServicesQatar
References
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• Babakus, E. and Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253-68.
• Babakus, E. and Mangold, W.G. (1991). Adapting the SERVQUAL scale to hospital services: an empirical investigation. Health Services Research, 26(6), 767-88.
• Bebko, C.P. and Garg, R.K. (1995). Perceptions of responsiveness in service delivery. Journal of Hospital Marketing, 9(2), 35-45.
• Bevilacqua, M., Ciarapica, F. E., and Marchetti, B. (2011). Development and test of a new fuzzy-QFD approach for characterizing customers rating of extra virgin olive oil. Elsevier, 3-10.
• Bolton, R.N. and Drew, J.H. (1991). A multi stage model of customer’s assessments of service quality and value. Journal of Consumer Research, 17, 375-84.
• Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30 (1)
• Bowers, M.R., Swan, J.E. and Koehler, W.F. (1994). What attributes determine quality and satisfaction with health care delivery? Health Care Management Review, 19(4), 49-55.
• Buckley, J. J. (1985). Ranking alternatives using fuzzy numbers. Fuzzy Sets and
Systems, 15, 21-31.
• Buzzell, R. D. and Gale, B. T. (1987). The PIMS Principles: Linking Strategy to Performance. New York: The Free Press.
• Clancy, C. (2009). What is healthcare quality and who decides? Health care committee.
• Crosby, P. B. (1979). Quality is free. New York: McGraw-Hill.
• Dale, B. (1999). Quality costing, a management review. International Journal of management review, 1
• Facchinetti, G., Ghiselli Muzioli, R., and Ricci, S. (1998). Note on ranking fuzzy triangular numbers. International Journal of Intelligent Systems, 13, 613-622.
• Foster S.T. (2010). Managing Quality: Integrating the Supply Chain. New Jersey: Pearson Education Inc.
• Gupta,A. and Chen, (1995). Service quality: implications for management development. International Journal of Quality and Reliability Management, 12 (7).
• Hamad Medical Corporation (2012). About HMC. Retrieved from: http://www.hmc. org.qa/en/hcp/about_hmc/about_hmc.aspx (Accessed: 10 April 2012).
• Headley, D.E and Miller, S.J. (1993). Measuring service quality and its relationship to future consumer behavior. Journal of Health Care Marketing, 13(4), 32-41.
• Jeliazkova, M., and Westerheijden, D.F. (2002). Systemic Adaptation to a Changing Environment: Towards a Next Generation of Quality Assurance Models. Higher
Education, 44(3/4), 433-448.
• Joint Commission International Accreditation Standard for Hospitals, 2011. Retrieved from:http://www.jointcommissioninternational.org/Accreditation-Manuals/ IAS400/1543/. (Accessed: 15 April 2012).
• Koornneef, E. (2006). Measuring quality in services for children with an intellectual disability. International Journal of Health Care Quality Assurance, 19(5), 400 - 408.
• Lam S.S.K. (1997). SERVQUAL: A tool for measuring patient’s opinions of hospital service quality in Hong Kong. Total Qual. Manage, 8(4), 145-52.
• Lewis, R.C. and Booms, B.H. (1983), “The marketing aspects of service quality. Emerging Perspectives on Services Marketing, American Marketing, 99-107.
• Lewlyn, L.R., Barkur, G., Varambally K.V.M. and Motlagh, F.G. (2011), Comparison of SERVQUAL and SERVPERF metrics: an empirical study. The TQM Journal, 23(6), 629- 643.
• Licata, J.W., Mowen, J.C. and Chakraborty, G. (1995). Diagnosing perceived quality in the medical service channel. Journal of Health Care Marketing, 15(4), 42-9.
• Lim, P. C, Tang, N. and Jackson P.M. (1999). An innovative framework for health care performance measurement. Managing Service Quality,9(6), 423 - 433
• Liou, T. S., and Wang, M. J. J. (1992). Ranking fuzzy numbers with integral values.
Fuzzy Sets and Systems, 49, 247-255.
• Lytle, R.S. and Mokwa, M.P. (1992). Evaluating health care quality: the moderating role of outcomes. Journal of Health Care Marketing, 12(1), 4-14.
• Mehrjerdi, Y. Z. (2010). Quality function deployment and its extensions. International Journal of Quality and Reliability Management, 616-640.
• National Health Strategy (2012). Retrieved from: http://www.nhsq.info/ (Accessed: 20 April 2012)
• O’Connor, S.J., Shewchuk, R.M. and Carney, L.W. (1994). The great gap: physicians’ perceptions of patient service quality expectations fall short of reality. Journal of Health Care Marketing, 14 (2), 32-9.
• Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1).
• Puay C.L., and Nelson K.H. T., (2000), “The development of a model for total quality healthcare”, Managing Service Quality, Vol. 10 Iss: 2 pp. 103 - 111
• Qatar National Development Strategy (2011-2016). Available at: http://www.gsdp. gov.qa/NDS/e_book/en/index.html#/0 (Accessed: 3 March 2012).
• Radhika, V., Assaf, R.R. and Al-Assaf, A.F. (2007). JHQ 197 - Making Patient Safety and Quality Improvement Act of 2005 work. Journal for Healthcare Quality, National Association for Healthcare Quality. retrieved from: www.nahq.org/ journal/ce/article.html?article_idV282 (accessed May 2008).
• Reichheld, F.F. and Sasser, W.E. (1990), Zero defections: quality comes to service.Harvard Business Review, 68 (5)
• Reidenbach, E.R. and Sandifer-Smallwood, B. (1990). Exploring perceptions of hospital operations by a modified SERVQUAL approach. Journal of Health Care Marketing, 10(4), 47-55.
• Rust, R.T. and Zahorik, A.J. (1993). Customer satisfaction, customer retention and market share. Journal of Retailing, 69 (2).
• Saxena, M.N. (2009). A Study on the Customer Perceptions of Quality of Services of a Large Hospital in New Delhi. Institute of Management Technology.
• Woodside, A.G., Frey L.L., Day T.R. and (1989). Linking service quality, customer satisfaction, and behavioural intentions. J. Health Care Mark, 9, 5-17.
• World Health Organization (2000). The World Health Report 2000. Available at: http://www.who.int/whr/2000/en/index.html (Accessed: 5 April 2012).
• Yager, R. R., and Filev, D. (1999). On ranking fuzzy numbers using valuations. International Journal of Intelligent Systems, 14, 1249-1268.
• Yin, R.K. (2003). Case Study Research: Design and Methods. Thousand Oaks: Sage Publications.
• Zahorik, A. J., and Roland T. R. (1992). Modeling the Impact of Service Quality on Profitability: A Review. Advances in Services Marketing.
• Babakus, E. and Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253-68.
• Babakus, E. and Mangold, W.G. (1991). Adapting the SERVQUAL scale to hospital services: an empirical investigation. Health Services Research, 26(6), 767-88.
• Bebko, C.P. and Garg, R.K. (1995). Perceptions of responsiveness in service delivery. Journal of Hospital Marketing, 9(2), 35-45.
• Bevilacqua, M., Ciarapica, F. E., and Marchetti, B. (2011). Development and test of a new fuzzy-QFD approach for characterizing customers rating of extra virgin olive oil. Elsevier, 3-10.
• Bolton, R.N. and Drew, J.H. (1991). A multi stage model of customer’s assessments of service quality and value. Journal of Consumer Research, 17, 375-84.
• Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30 (1)
• Bowers, M.R., Swan, J.E. and Koehler, W.F. (1994). What attributes determine quality and satisfaction with health care delivery? Health Care Management Review, 19(4), 49-55.
• Buckley, J. J. (1985). Ranking alternatives using fuzzy numbers. Fuzzy Sets and
Systems, 15, 21-31.
• Buzzell, R. D. and Gale, B. T. (1987). The PIMS Principles: Linking Strategy to Performance. New York: The Free Press.
• Clancy, C. (2009). What is healthcare quality and who decides? Health care committee.
• Crosby, P. B. (1979). Quality is free. New York: McGraw-Hill.
• Dale, B. (1999). Quality costing, a management review. International Journal of management review, 1
• Facchinetti, G., Ghiselli Muzioli, R., and Ricci, S. (1998). Note on ranking fuzzy triangular numbers. International Journal of Intelligent Systems, 13, 613-622.
• Foster S.T. (2010). Managing Quality: Integrating the Supply Chain. New Jersey: Pearson Education Inc.
• Gupta,A. and Chen, (1995). Service quality: implications for management development. International Journal of Quality and Reliability Management, 12 (7).
• Hamad Medical Corporation (2012). About HMC. Retrieved from: http://www.hmc. org.qa/en/hcp/about_hmc/about_hmc.aspx (Accessed: 10 April 2012).
• Headley, D.E and Miller, S.J. (1993). Measuring service quality and its relationship to future consumer behavior. Journal of Health Care Marketing, 13(4), 32-41.
• Jeliazkova, M., and Westerheijden, D.F. (2002). Systemic Adaptation to a Changing Environment: Towards a Next Generation of Quality Assurance Models. Higher
Education, 44(3/4), 433-448.
• Joint Commission International Accreditation Standard for Hospitals, 2011. Retrieved from:http://www.jointcommissioninternational.org/Accreditation-Manuals/ IAS400/1543/. (Accessed: 15 April 2012).
• Koornneef, E. (2006). Measuring quality in services for children with an intellectual disability. International Journal of Health Care Quality Assurance, 19(5), 400 - 408.
• Lam S.S.K. (1997). SERVQUAL: A tool for measuring patient’s opinions of hospital service quality in Hong Kong. Total Qual. Manage, 8(4), 145-52.
• Lewis, R.C. and Booms, B.H. (1983), “The marketing aspects of service quality. Emerging Perspectives on Services Marketing, American Marketing, 99-107.
• Lewlyn, L.R., Barkur, G., Varambally K.V.M. and Motlagh, F.G. (2011), Comparison of SERVQUAL and SERVPERF metrics: an empirical study. The TQM Journal, 23(6), 629- 643.
• Licata, J.W., Mowen, J.C. and Chakraborty, G. (1995). Diagnosing perceived quality in the medical service channel. Journal of Health Care Marketing, 15(4), 42-9.
• Lim, P. C, Tang, N. and Jackson P.M. (1999). An innovative framework for health care performance measurement. Managing Service Quality,9(6), 423 - 433
• Liou, T. S., and Wang, M. J. J. (1992). Ranking fuzzy numbers with integral values.
Fuzzy Sets and Systems, 49, 247-255.
• Lytle, R.S. and Mokwa, M.P. (1992). Evaluating health care quality: the moderating role of outcomes. Journal of Health Care Marketing, 12(1), 4-14.
• Mehrjerdi, Y. Z. (2010). Quality function deployment and its extensions. International Journal of Quality and Reliability Management, 616-640.
• National Health Strategy (2012). Retrieved from: http://www.nhsq.info/ (Accessed: 20 April 2012)
• O’Connor, S.J., Shewchuk, R.M. and Carney, L.W. (1994). The great gap: physicians’ perceptions of patient service quality expectations fall short of reality. Journal of Health Care Marketing, 14 (2), 32-9.
• Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1).
• Puay C.L., and Nelson K.H. T., (2000), “The development of a model for total quality healthcare”, Managing Service Quality, Vol. 10 Iss: 2 pp. 103 - 111
• Qatar National Development Strategy (2011-2016). Available at: http://www.gsdp. gov.qa/NDS/e_book/en/index.html#/0 (Accessed: 3 March 2012).
• Radhika, V., Assaf, R.R. and Al-Assaf, A.F. (2007). JHQ 197 - Making Patient Safety and Quality Improvement Act of 2005 work. Journal for Healthcare Quality, National Association for Healthcare Quality. retrieved from: www.nahq.org/ journal/ce/article.html?article_idV282 (accessed May 2008).
• Reichheld, F.F. and Sasser, W.E. (1990), Zero defections: quality comes to service.Harvard Business Review, 68 (5)
• Reidenbach, E.R. and Sandifer-Smallwood, B. (1990). Exploring perceptions of hospital operations by a modified SERVQUAL approach. Journal of Health Care Marketing, 10(4), 47-55.
• Rust, R.T. and Zahorik, A.J. (1993). Customer satisfaction, customer retention and market share. Journal of Retailing, 69 (2).
• Saxena, M.N. (2009). A Study on the Customer Perceptions of Quality of Services of a Large Hospital in New Delhi. Institute of Management Technology.
• Woodside, A.G., Frey L.L., Day T.R. and (1989). Linking service quality, customer satisfaction, and behavioural intentions. J. Health Care Mark, 9, 5-17.
• World Health Organization (2000). The World Health Report 2000. Available at: http://www.who.int/whr/2000/en/index.html (Accessed: 5 April 2012).
• Yager, R. R., and Filev, D. (1999). On ranking fuzzy numbers using valuations. International Journal of Intelligent Systems, 14, 1249-1268.
• Yin, R.K. (2003). Case Study Research: Design and Methods. Thousand Oaks: Sage Publications.
• Zahorik, A. J., and Roland T. R. (1992). Modeling the Impact of Service Quality on Profitability: A Review. Advances in Services Marketing.
How to Cite
Al-Shouli, Hana Yousef, and Mohd. Nishat Faisal. 2014. “ASSESSMENT AND ASSURANCE OF SERVICE QUALITY IN PEDIATRIC HEALTHCARE IN QATAR”. Studies in Business and Economics 17 (1). https://doi.org/10.29117/sbe.2014.0075.
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Articles