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Comparing public and private hospital care service quality

Comparing public and private hospital care service quality The study applies the principles behind the SERVQUAL model and uses Donabedian’s framework to compare and contrast Malta’s public and private hospital care service quality. Through the identification of 16 service quality indicators and the use of a Likert‐type scale, two questionnaires were developed. The first questionnaire measured patient pre‐admission expectations for public and private hospital service quality (in respect of one another). It also determined the weighted importance given to the different service quality indicators. The second questionnaire measured patient perceptions of provided service quality. Results showed that private hospitals are expected to offer a higher quality service, particularly in the “hotel services”, but it was the public sector that was exceeding its patients’ expectations by the wider margin. A number of implications for public and private hospital management and policy makers were identified. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Health Care Quality Assurance Emerald Publishing

Comparing public and private hospital care service quality

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References (13)

Publisher
Emerald Publishing
Copyright
Copyright © 1998 MCB UP Ltd. All rights reserved.
ISSN
0952-6862
DOI
10.1108/09526869810216052
Publisher site
See Article on Publisher Site

Abstract

The study applies the principles behind the SERVQUAL model and uses Donabedian’s framework to compare and contrast Malta’s public and private hospital care service quality. Through the identification of 16 service quality indicators and the use of a Likert‐type scale, two questionnaires were developed. The first questionnaire measured patient pre‐admission expectations for public and private hospital service quality (in respect of one another). It also determined the weighted importance given to the different service quality indicators. The second questionnaire measured patient perceptions of provided service quality. Results showed that private hospitals are expected to offer a higher quality service, particularly in the “hotel services”, but it was the public sector that was exceeding its patients’ expectations by the wider margin. A number of implications for public and private hospital management and policy makers were identified.

Journal

International Journal of Health Care Quality AssuranceEmerald Publishing

Published: Jul 1, 1998

Keywords: Hospitals; Malta; Perceptions; Service quality; SERVQUAL

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