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Service Quality in Health Care - Essay Example

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Service Quality in Health Care: A Comparison of Public and Private Hospitals Instructor: Contents Contents 1 Introduction 2 Service Quality in the Health Care Industry 2 Conclusion 8 References 9 Service Quality in Health Care: A Comparison of Public and Private Hospitals Introduction Service quality in healthcare is a topic that has been involved in much research…
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Service Quality in Health Care
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Download file to see previous pages From research service, quality has been defined as conformance to customer specifications. It also defined as the difference between predicted service and perceived service. For better explanation, it is said to be customers’ perception of how well a service exceeds their expectations. The judgment has therefore to be done by the customers and not organizations. Performance of a firm or a business makes it to be different from the other. It is from this ground that customers will be able to judge different performance of different firms. The firm with the best quality must have the best performance as in accordance to the expectations of the customers. Such a firm will have a competitive advantage over the others. Performance will also create loyalty among customers to the extent that they spread favorable word of mouth. There are different tools that are used to measure quality and the widely used is SERVQUAL (Wogalter 2006, p.12). Basing on the understanding of service quality, this will be related with healthcare in private and public hospitals. Service Quality in the Health Care Industry Health care service is usually broken down into two quality dimensions: technical quality and functional quality. Technical quality is defined primarily based on the technical accuracy of the medical diagnoses and procedures (Wisniewski 2005, p.18). On the other hand, functional quality refers to the way the services in the health centers are delivered to the patients. In short, technical quality differs from functional quality in that it is about what customers get while functional quality is how the customers receive the services. From research, it has been established that customers mostly rely on technical quality. It is therefore the best way for customers to establish the quality of services in a health care unit. Only few patients have the knowledge to evaluate effectively the quality of the diagnostic and therapeutic intervention processes. They therefore rely more on interpersonal and environmental factors. The latter factors have been identified by medical professionals as less important factors to consider in establishing service quality. In addition, many customers cannot distinguish between the caring performance and the curing performance of the attendants. From research, it has been concluded that consumers evaluate quality by looking at some functional issues like physical facilities, interactions with receptionists rather than establishing the quality on the grounds of technicality (Sohail 2003, p.17). They do not get interested in the expertise of the professionals but on what they see or experience in the process. There are different tools that are used to undertake a comparison of quality service health care in public and private hospitals. SERVQUAL is the widely used tool. Various researchers revealed their perceptions of customers on private and public hospitals. Some researchers have used simple methods like questionnaires and interviews. What has been observed is that most of the researches have the same results. Three dimensions that have been established on service quality: reliability-confidence, empathy, and tangibles (Ramsuran-Fowdar 2005, p.32). From many researches, it has been esta ...Download file to see next pages Read More
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