SYSTEMATIC REVIEW ON HOSPITAL SERVICE QUALITY AND PATIENT’S SATISFACTION BY USING “SERVEQUAL” TOOL FOR SERVICE QUALITY IMPROVEMENT
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Abstract
BACKGROUND: The provision of service quality is necessary for the success of the organization and to maintain its success by continuously improving the quality that is needed to address. OBJECTIVE: Systematically review to find out the dimensions and important activities related to hospital service quality using “SERVEQUAL” tool.
METHODS: Systematically review searching process is guided by PRISMA criteria. PubMed is the main database used for searching process. The inclusion criteria included the outpatients who attend the public hospitals and dimensions of the service quality and patient satisfaction of the hospital. Moreover, the free full-text journal articles published in the English language between 1st January 1992 - 22nd October 2021 were filtered. The articles were collected and screened out for irrelevant articles by reviewing titles and abstracts. The rest of full articles were critically reviewed and extracted all relevant information from each article.
RESULTS: Based upon systematic review, the study found that there were five dimensions of hospital service quality that were used for hospital service quality assessment. Activities loaded in each dimension from each study were not the same, due to the different contexts and situations. Anyway, if the hospital service performance fulfills the expectations of patients, the perceptions regarding the service quality will be satisfactory.
CONCLUSION AND RECOMMENDATIONS: “SERVQUAL” is a widely useful tool to assess service quality. The hospital service quality has a significant relationship with the patient satisfaction. Result from the patients' feedback and identifying the relative weight of different dimensions, hospital administrators can measure the patient’s satisfaction level and offer insight into the healthcare provider's level of success. Even though “SERVEQUAL” was useful in finding service quality, Hospital Manager needs to pretest and adjust the activities item to be fitted into the organization context first for better result and usage.
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