Health care service quality: a journey so far
Benchmarking: An International Journal
ISSN: 1463-5771
Article publication date: 8 July 2020
Issue publication date: 22 July 2020
Abstract
Purpose
Health care service is a widely researched area. Several established models and instruments measuring health care service quality (HCSQ) are available in the published academic literature. The objective of this article is to summarize this vast pool of available knowledge under the themes of HCSQ, its determinants and measurement strategies.
Design/methodology/approach
Sixty-three available published studies in peer reviewed journal combed in EBSCO and Google Scholar database have been examined and presented in exemplary literature review.
Findings
The findings have been segregated under the themes of HCSQ, its dimensions and determinants. It can be deduced from the findings that in spite of health care being a professional service, the user defined service quality takes center stage.
Originality/value
Rather than the seeker of care, the authors call for further research by taking a dyadic view of professional exchanges and including providers' perspectives of care in service quality evaluations as well.
Keywords
Citation
Upadhyai, R., Upadhyai, N., Jain, A.K., Roy, H. and Pant, V. (2020), "Health care service quality: a journey so far", Benchmarking: An International Journal, Vol. 27 No. 6, pp. 1893-1927. https://doi.org/10.1108/BIJ-03-2019-0140
Publisher
:Emerald Publishing Limited
Copyright © 2020, Emerald Publishing Limited