Developing a HospiSE scale for hospital service excellence
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 25 February 2014
Abstract
Purpose
This empirical survey research aims to identify the dimensions of service excellence culture for hospitals. Ultimately, a measurement tool was developed for hospital service excellence (i.e. HospiSE scale).
Design/methodology/approach
The survey research involved qualitative and quantitative approaches in the scale development process. The structured questionnaire was carefully designed after literature review and focus groups discussions. The respondents were employees from the public and private hospitals in Malaysia. A total of 1,558 usable questionnaires were used for the quantitative analysis. The HospiSE scale was empirically tested for reliability and validity through exploratory and confirmatory factor analyses.
Findings
This measurement-oriented research had identified three dimensions of service excellence culture for hospitals, namely: employee orientation, patient orientation and competitor orientation. The multi-dimensional measure consists of 21 items.
Research limitations/implications
Longitudinal research is required to provide evidence of the causal effects of HospiSE on employee satisfaction and loyalty. The HospiSE scale also requires further verification and refinement.
Practical implications
The parsimonious scale can serve as a strategic and practical measure to evaluate and manage service excellence culture at hospitals. Reliable and valid information can be obtained for fast and cost-effective diagnosis of the service culture for continuous improvement.
Social implications
The new scale is expected to be an important diagnostic to understand and measure service excellence culture at hospitals. The patients and society at large will benefit from the improved hospital service management.
Originality/value
The multi-item measurement tool is new and it can provide insights into service management, resource allocation and human resource management for excellent hospital service. The measurement development process is contextualized for the hospital services.
Keywords
Acknowledgements
The authors would like to sincerely thank for the supports from Ministry of Health, Ministry of Higher Education (FRGS Grant), RMI (UiTM), research assistants and hospital administrators.
Citation
Ho Voon, B., Abdullah, F., Lee, N. and Kueh, K. (2014), "Developing a HospiSE scale for hospital service excellence", International Journal of Quality & Reliability Management, Vol. 31 No. 3, pp. 261-280. https://doi.org/10.1108/IJQRM-10-2012-0143
Publisher
:Emerald Group Publishing Limited
Copyright © 2014, Emerald Group Publishing Limited