Health care is essential for both public welfare and national growth. Nevertheless, the number of hospitals has increased; patients still face many problems highlighting the need for better healthcare services. The Present study aims to analyze the quality of healthcare services in view of patients’ fulfillment and identify their requirements to provide better service in hospitals. SERVQUAL model has been applied to analyze the quality of healthcare services from 5 aspects: reliability, assurance, physicality, empathy, and approachability. Data were collected from 300 patients belonging to 30 hospitals in Jeddah. IBM/ Statistical Package for Social Science (SPSS) was utilized the investigation of patients’ satisfaction with hospital services. The questionnaire validation was done through SPSS. Analysis revealed that the total effects of reliability and responsibility on patients’ satisfaction were 0.550 and 0.160, while the effects of patients’ loyalty were found to be 0.666. However, the indirect effects of reliability and responsiveness on patients’ loyalty were 0.366 and 0.160. Moreover, physician’s empathy, assurance, and tangibility toward patients significantly affected their satisfaction. Management of hospitals can improve healthcare services by focusing on responsiveness, and reliability factors, which in turn affect the loyalty and satisfaction of patients. The research reviewed with the implementation of FMEA in further research evidenced the reliability and responsiveness critical dimensions in the healthcare sector and hospitals take necessary steps to enhance the quality of service focusing on reliability and responsiveness. Risk Priority Number calculation helped to find the lagging services in the healthcare sector.
Reeve C, Humphreys J, Wakerman J, Carter M, Carroll V, Reeve D. Strengthening primary health care: Achieving health gains in a remote region of Australia. Medical Journal of Australia. 2015;202(9):483–7.
2.
Maritz R, Scheel-Sailer A, Schmitt K, Prodinger B. Overview of quality management models for inpatient healthcare settings: A scoping review. International Journal for Quality in Health Care. 2018;31(6):404–10.
3.
Materla T, Cudney EA, Antony J. The application of Kano model in the healthcare industry: A systematic literature review. Total Quality Management and Business Excellence. 2019;30(5–6):660–81.
4.
Meesala A, Paul J. Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services. 2018;40:261–9.
5.
Mikkelsen-Lopez I, Tediosi F, Abdallah G, Njozi M, Amuri B, Khatib R, et al. Beyond antimalarial stock-outs: Implications of health provider compliance on out-of-pocket expenditure during care-seeking for fever in southeast Tanzania. BMC Health Services Research. 2013;13(1).
6.
Mittal S, Khan MA, Romero D, Wuest T. A critical review of smart manufacturing & industry 4.0 maturity models: Implications for small and medium-sized enterprises (SMEs. Journal of Manufacturing Systems. 2018;49:194–214.
7.
Moreira AC, Silva PM. The trust-commitment challenge in service quality-loyalty relationships. International Journal of Health Care Quality Assurance. 2015;28(3):253–66.
8.
Morgan R, Ensor T, Waters H. Performance of private sector health care: Implications for universal health coverage. The Lancet. 2016;388(10044):606–12.
9.
Ng JH, Luk BH. Patient satisfaction: Concept analysis in the healthcare context. Patient Education and Counseling. 2019;102(4):790–6.
10.
Ng S, Russell-Bennett R. The role of affect in consumer evaluation of health care services. Health Marketing Quarterly. 2015;32(1):31–47.
11.
Parast MM, Golmohammadi D. Quality management in healthcare organizations: Empirical evidence from the Baldrige data. International Journal of Production Economics. 2019;216:133–44.
12.
Pekkaya M, Pulat İmamoğlu Ö, Koca H. Evaluation of healthcare service quality via service quality scale: An application on a hospital. International Journal of Healthcare Management. 2019;12(4):340–7.
13.
Liu Y, Wang Z, Zhang Z, Hong J, Lin B. Investigation on the indoor environment quality of health care facilities in China. Building and Environment. 2018;141:273–87.
14.
Sarkar B, Saren S. Product inspection policy for an imperfect production system with inspection errors and warranty cost. European Journal of Operational Research. 2016;248(1):263–71.
15.
Shabbir A, Malik SA, Malik SA. Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality & Reliability Management. 2016;33(5):538–57.
16.
Singh A, Prasher A. Measuring healthcare service quality from patients’ perspective: Using fuzzy Analytical Hierarchical Process application. Total Quality Management & Business Excellence. 2019;30(3–4):284–300.
17.
Srivastava D, Mcguire A. Patient access to health care and medicines across low-income countries. Social Science & Medicine. 2015;133:21–7.
18.
Swain S, Kar NC. Hospital service quality as an antecedent of patient satisfaction–a conceptual framework. International Journal of Pharmaceutical and Healthcare Marketing. 2018;12(3):251–69.
19.
E, V B, A A. Informing quality in emergency care: Understanding patient experiences. International Journal of Health Care Quality Assurance. 2018;31(7):704–17.
20.
Shebl NA, Franklin BD, Barber N. Failure mode and effects analysis outputs: Are they valid? BMC Health Services Research. 2012;12(150).
21.
Tripathi SN, Siddiqui MH. Assessing the quality of healthcare services: A service quality approach. International Journal of Healthcare Management. 2018;2018 1-12.
22.
Uyar A, Neyis A. Does the healthcare industry report quality costs? Comparative investigations of public and private hospitals. Total Quality Management & Business Excellence. 2015;26(7–8):733–45.
23.
Wu H, Lu N. Service provision, pricing, and patient satisfaction in online health communities. International Journal of Medical Informatics. 2018;110:77–89.
24.
Arumugam T, Idris K, Omar Z, Munusamy K. Organizational learning and service quality in healthcare industry. Asian Journal of Business and Management Sciences. 2015;4(6):1–25.
25.
Choonara YE, Toit LC, Kumar P, Kondiah PP, Pillay V. 3D-printing and the effect on medical costs: A new era? Expert Review of Pharmacoeconomics & Outcomes Research. 2016;16(1):23–32.
26.
Al-Dosari MN, Abdellatif MS. The environmental awareness level among Saudi women and its relationship to sustainable thinking. Acta Innovations. 2024;52:28–42.
27.
Ashley L, Armitage G. Failure mode and effects analysis: an empirical comparison of failure mode scoring procedures. Journal of Patient Safety. 2010;6(4):210–5.
28.
Nishanth R, Soundar S. Hotel Central Reservation System Using Cloud Computing. International Journal of Advances in Engineering and Emerging Technology. 2022;13(2):21–5.
29.
Brahamsen HB, Abrahamsen EB, Høyland S. On the need for revising healthcare failure mode and effect analysis for assessing potential for patient harm in healthcare processes. Reliability Engineering & System Safety. 2016;155:160–8.
30.
Bardach NS, Lyndon A, Asteria-Peñaloza R, Goldman LE, Lin GA, Dudley RA. From the closest observers of patient care: A thematic analysis of online narrative reviews of hospitals. BMJ Qual Saf. 2016;25(11):889–97.
31.
Madugalla AK, Perera M. Innovative uses of medical embedded systems in healthcare. Progress in Electronics and Communication Engineering. 2024;2(1):48–59.
32.
Beattie M, Lauder W, Atherton I, Murphy DJ. Instruments to measure patient experience of health care quality in hospitals: A systematic review protocol. Systematic Reviews. 2014;3(1).
33.
Ismail WS, Ghareeb MM, Youssry H. Enhancing customer experience through sentiment analysis and natural language processing in e-commerce. Journal of Wireless Mobile Networks, Ubiquitous Computing, and Dependable Applications. 2024;15(3):60–72.
34.
Bouranta N, Psomas E, Suárez-Barraza MF, Jaca C. The key factors of total quality management in the service sector: A cross-cultural study. Benchmarking: An International Journal. 2019;26(3):893–921.
35.
Brown A, Dickinson H, Kelaher M. Governing the quality and safety of healthcare: A conceptual framework. Social Science & Medicine. 2018;202:99–107.
36.
Alattas MI. The impact of technology on logistics services in Saudi Arabia. Archives for Technical Sciences. 2024;2(31):379–92.
37.
Ahmed SM, Hossain MA. Knowledge and practice of unqualified and semi-qualified allopathic providers in rural Bangladesh: Implications for the HRH problem. Health Policy. 2007;84(2–3):332–43.
38.
Dobrzykowski DD, McFadden KL, Vonderembse MA. Examining pathways to safety and financial performance in hospitals: A study of lean in professional service operations. Journal of Operations Management. 2016;42:39–51.
39.
Baggyalakshmi N, Anugrahaa V, Revathi R. Analyzing restaurant reviews to predict customer satisfaction trends. International Academic Journal of Science and Engineering. 2023;10(2):106–13.
40.
Dutot C, Mercier G, Borget I, Sauvebeuf C, Martelli N. Hospital-based health technology assessment for the adoption of innovative medical devices within French hospitals: Opportunities and challenges for the industry. International Journal of Technology Assessment in Health Care. 2017;33(2):297–302.
41.
Classy N. The concepts of quality, quality assurance and quality enhancement. Quality Assurance in Education. 2015;23(3):250–61.
42.
Farooq MS, Salam M, Fayolle A, Jaafar N, Ayupp K. Impact of service quality on customer satisfaction in Malaysia airlines: A pls-sem approach. Journal of Air Transport Management. 2018;67:169–80.
43.
Greco G, Lorgelly P, Yamabhai I. Outcomes in economic evaluations of public health interventions in low‐and middle‐income countries: Health, capabilities and subjective wellbeing. Health Economics. 2016;25:83–94.
44.
Javed SA, Liu S. Evaluation of outpatient satisfaction and service quality of Pakistani healthcare projects: Application of a novel synthetic grey incidence analysis model. Grey Systems: Theory and Application. 2018;8(4):462–80.
45.
Kumar P, Adhikari A, Ray M, Indu R, Bhattacharya S, Das AK. Assessment of patient satisfaction in the outpatient department of a tertiary care hospital in West Bengal, India: A questionnaire-based study. International Journal of Community Medicine and Public Health. 2018;5(9):3919–23.
46.
Lepistö S, Alanen S, Aalto P, Järvinen P, Leino K, Mattila E, et al. Healthcare professionals’ work engagement in Finnish university hospitals. Scandinavian Journal of Caring Sciences. 2018;32(2):979–86.
47.
Li R, Hernandez-Villafuerte K, Towse A, Vlad I, Chalkidou K. Mapping priority setting in health in 17 countries across Asia, Latin America, and Sub-Saharan Africa. Health Systems and Reform. 2016;2(1):71–83.
Citation
Copyright
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
The statements, opinions and data contained in the journal are solely those of the individual authors and contributors and not of the publisher and the editor(s). We stay neutral with regard to jurisdictional claims in published maps and institutional affiliations.