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HEALTHQUAL: a multi-item scale for assessing healthcare service quality

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  • DonHee Lee

    (Keimyung University)

Abstract

The purpose of this study is to examine the measurement dimensions of healthcare service quality proposed in previous studies, quality awards, and service quality accreditation and/or certification systems in the international community. Based on this review, a comprehensive set of healthcare service quality (HEALTHQUAL) measurement items is derived focusing on care processes and results. Thus, the study investigated priorities among the nine measurement items identified through 368 patients and 389 public respondents in South Korea. The results show that the degree of care improvements (26.55 %) was rated as the most important and the second was tangibles (19.82 %) by both groups. The proposed measurement items for HEALTHQUAL were tested using data collected from 385 patients and 251 public respondents at a hospital with more than 500 beds in South Korea. The proposed HEALTHQUAL model consisted of the following five components: empathy, tangibles, safety, efficiency, and degree of improvements of care service.

Suggested Citation

  • DonHee Lee, 2017. "HEALTHQUAL: a multi-item scale for assessing healthcare service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 491-516, September.
    • Handle: RePEc:spr:svcbiz:v:11:y:2017:i:3:d:10.1007_s11628-016-0317-2
    DOI: 10.1007/s11628-016-0317-2
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    References listed on IDEAS

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    1. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
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    Cited by:

    1. Chiehyeon Lim & Ki-Hun Kim & Min-Jun Kim & Kwang-Jae Kim, 2019. "Multi-factor service design: identification and consideration of multiple factors of the service in its design process," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 51-74, March.
    2. João M. S. Carvalho & Nuno Rodrigues, 2022. "Perceived Quality and Users’ Satisfaction with Public–Private Partnerships in Health Sector," IJERPH, MDPI, vol. 19(13), pages 1-18, July.
    3. Amy H. I. Lee & He-Yau Kang & Yu-Ai Liu, 2021. "A Pilot Study on the Satisfaction of Long-Term Care Services in Taiwan," IJERPH, MDPI, vol. 19(1), pages 1-21, December.
    4. Giao, Ha Nam Khanh & Thy, Nguyen Thi Anh & Vuong, Bui Nhat & Van Kiet, Truong & , Le thi Phuong Lien, 2020. "Outpatient satisfaction at private general hospitals in Ho Chi Minh City, Vietnam," OSF Preprints at3nu, Center for Open Science.
    5. Vincent Ekow Arkorful & Benjamin Kweku Lugu & Anastasia Hammond & Ibrahim Basiru & Frederick Appiah Afriyie & Bobita Mohajan, 2021. "Examining Quality, Value, Satisfaction and Trust Dimensions: An Empirical Lens to Understand Health Insurance Systems Actual Usage," Public Organization Review, Springer, vol. 21(3), pages 471-489, September.
    6. Le Nguyen Hau, 2019. "The role of customer operant resources in health care value creation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 457-478, September.
    7. Petro G. Nzowa & Felix A. Nandonde & Somo M. L. Seimu, 2023. "Mediation effect of trust on willingness to pay for health insurance among co-operative members in Tanzania," Future Business Journal, Springer, vol. 9(1), pages 1-15, December.
    8. Tuzkaya, Gülfem & Sennaroglu, Bahar & Kalender, Zeynep Tuğçe & Mutlu, Meltem, 2019. "Hospital service quality evaluation with IVIF-PROMETHEE and a case study," Socio-Economic Planning Sciences, Elsevier, vol. 68(C).
    9. Lucía Melián-Alzola & Josefa D. Martín-Santana, 2020. "Service quality in blood donation: satisfaction, trust and loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 101-129, March.
    10. Fernando Barrios-Ipenza & Arturo Calvo-Mora & Félix Velicia-Martín & Fernando Criado-García & Antonio Leal-Millán, 2020. "Patient Satisfaction in the Peruvian Health Services: Validation and Application of the HEALTHQUAL Scale," IJERPH, MDPI, vol. 17(14), pages 1-15, July.
    11. Donghyun Choi & Yonghwi Noh & Jin Sung Rha, 2019. "Work pressure and burnout effects on emergency room operations: a system dynamics simulation approach," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 433-456, September.
    12. Karol Król & Dariusz Zdonek, 2021. "The Quality of Infectious Disease Hospital Websites in Poland in Light of the COVID-19 Pandemic," IJERPH, MDPI, vol. 18(2), pages 1-19, January.

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