Measuring hospital process service quality: emerging technologies’ challenge
International Journal of Quality and Service Sciences
ISSN: 1756-669X
Article publication date: 2 October 2020
Issue publication date: 1 December 2020
Abstract
Purpose
In the mobile internet era, the path and mechanism of hospital patient-perceived quality have been changed radically. The purpose of this study is to develop a scale that adequately captures the characteristics of hospital service quality from the patient’s perspective under the background of the mobile internet.
Design/methodology/approach
Based on previous related research and interviews with focus groups, this paper conceptualized, constructed, refined and tested a multiple-item scale that examined key dimensions of hospital process service quality in the mobile context. To validate this scale, data were collected through two formal surveys in Chinese hospitals and were used to test the reliability and validity of the instrument.
Findings
The final measurement scale contains three dimensions, that is, environment conditions, attitude and behavior and technical convenience. With the help of this quality scale, hospital managers could have a better understanding of patients’ expectations under the new condition and pinpoint appropriate initiatives to fill the service gap.
Originality/value
This study focuses on service quality measurement issues related to the application of mobile internet technology in traditional clinical settings, such as hospitals. This paper develops an original and specific service quality scale that catches the online and offline characteristics of the hospital process in the mobile setting and considers both human-technology interaction and human-human interaction.
Keywords
Acknowledgements
This work was supported by the National Natural Science Foundation of China [grant number 71572122, 71804133].
Citation
Zhang, M., Wang, L., Wang, R. and Xiong, J. (2020), "Measuring hospital process service quality: emerging technologies’ challenge", International Journal of Quality and Service Sciences, Vol. 12 No. 3, pp. 319-336. https://doi.org/10.1108/IJQSS-02-2020-0018
Publisher
:Emerald Publishing Limited
Copyright © 2020, Emerald Publishing Limited