Journal of Management Research

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Identifying Health Care Quality Constituents: Service Providers' Perspective


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1 University of Delhi Delhi 110007, India
     

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In health care sector, quality of service is a critical issue. Identification of constituents of health care service quality is the key to design and development of a comprehensive, universal and accurate system for measurement of quality of service provided by hospitals and medical practitioners. A number of studies have been conducted to identify constituents and attributes of health care service quality on the basis of perceptions of the patients. However, a few studies have been conducted using health care service providers, who, apart from being providers of health care service, are its consumers as well. The present study attempts to identify constituents of health care quality by conducting focus group interviews with health care service providers (physicians, surgeons, and administrators). The present study identifies 70 health care quality constituents, which are relevant to health care service.

Keywords

SERVQUAL, Health Care Quality, Quality Attributes and Service Quality
User
Notifications

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  • Identifying Health Care Quality Constituents: Service Providers' Perspective

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Authors

Hari Dayal Gupta
University of Delhi Delhi 110007, India

Abstract


In health care sector, quality of service is a critical issue. Identification of constituents of health care service quality is the key to design and development of a comprehensive, universal and accurate system for measurement of quality of service provided by hospitals and medical practitioners. A number of studies have been conducted to identify constituents and attributes of health care service quality on the basis of perceptions of the patients. However, a few studies have been conducted using health care service providers, who, apart from being providers of health care service, are its consumers as well. The present study attempts to identify constituents of health care quality by conducting focus group interviews with health care service providers (physicians, surgeons, and administrators). The present study identifies 70 health care quality constituents, which are relevant to health care service.

Keywords


SERVQUAL, Health Care Quality, Quality Attributes and Service Quality

References