Functional Quality of Services Delivered In the Physical Therapy Departments

Sadia Aziz; Aziz Ullah  Bhatti; Tariq Malik; Zeshan  Yusuf

doi:10.54393/pjhs.v2i01.33

Authors

Sadia Aziz Riphah College of Rehabilitation Sciences, RIphah International University, Lahore, Pakistan
Aziz Ullah Bhatti Multan Medical & Dental College, Multan, Pakistan
Tariq Malik Civil Hospital, Bahawalpur, Pakistan
Zeshan Yusuf Islamia University, Bahawalpur, Pakistan

DOI:

https://doi.org/10.54393/pjhs.v2i01.33

Abstract

Quality in healthcare sector is mandatory and highly desirable in order to provide the patients with utmost care and empathy. Objective: To assess the functional quality of services delivered in the physical therapy department of private hospitals in Bahawalpur Methods: It's a cross-sectional investigation. Non-probability convenient sampling was used as a sampling approach. In this survey-based study, patients were interviewed to learn about their perceptions and expectations of the quality of physical therapy treatments provided in various hospitals. Results: There was a total of 101 patients, 60 were males and 41 were females. The age range was 31-60 years. The total gap of all items in tangibility, responsiveness, assurance, empathy, and access/affordability was 0.83, 1.58, 2.52, 0.98, and 0.95 respectively. The overall gap was 0.55 Conclusions: The reliability component has the largest gap between expectation and perception, whereas the access and affordability dimension has the smallest.

References

Wu IL and Hsieh PJ. Understanding hospital innovation enabled customer-perceived quality of structure, process, and outcome care. Total Quality Management. 2011;22(2):227-41. doi.org/10.1080/14783363.2010.532343.

Irfan SM and Ijaz A. Comparison of service quality between private and public hospitals: Empirical evidences from Pakistan. Journal of Quality and Technology Management. 2011;7(1):1-22.

Pakdil F and Harwood TN. Patient satisfaction in a preoperative assessment clinic: an analysis using SERVQUAL dimensions. Total Quality Management & Business Excellence. 2005;16(1):15-30. doi.org/10.1080/1478336042000255622.

Randheer K, Al-Motawa AA and Vijay PJ. Measuring commuters' perception on service quality using SERVQUAL in public transportation. International journal of marketing studies. 2011;3(1):21. DOI:10.5539/ijms.v3n1p21.

Mashhadiabdol M, Sajadi SM and Talebi K. Analysis of the gap between customers’ perceptions and employees’ expectations of service quality based on fuzzy SERVQUAL logic (case study: Mofid children’s hospital in Tehran, Iran). International Journal of Services and Operations Management. 2014;17(2):119-41. DOI:10.1504/IJSOM.2014.058840.

Radomir L, Plaias I and Wilson A. Bank service and relationship quality as drivers of consumers’ attitudinal loyalty. Romanian Journal of Marketing. 2015;2:62-74.

Naik CK, Gantasala SB and Prabhakar GV. Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European Journal of Social Sciences. 2010;16(2):231-43.

Çerri S. Assessing the quality of higher education services using a modified SERVQUAL scale. Annales Universitatis Apulensis: Series Oeconomica. 2012;14(2):664. doi.org/10.29302/oeconomica.2012.14.2.32

Hayati IN, Azimatun N, Rozita H, Ezat WS and MR A. In-patient’s satisfaction in the medical and surgical wards-A comparison between accreditted and non accreditated hospital in the state of Selangor. Journal Kesihatan Masyarakat. 2010;16(1):60-8.

Mallinger JB, Griggs JJ and Shields CG. Patient-centered care and breast cancer survivors’ satisfaction with information. Patient education and counseling. 2005;57(3):342-9. doi.org/10.1016/j.pec.2004.09.009.

Joosten EA, DeFuentes-Merillas L, De Weert G, Sensky T, Van Der Staak C and de Jong CA. Systematic review of the effects of shared decision-making on patient satisfaction, treatment adherence and health status. Psychotherapy and psychosomatics. 2008;77(4):219-26. doi.org/10.1159/000126073.

Arries EJ and Newman O. Outpatients’ experiences of quality service delivery at a teaching hospital in Gauteng. Health SA Gesondheid. 2008;13(1):40-54. doi.org/10.4102/hsag.v13i1.256.

Fenton JJ, Jerant AF, Bertakis KD and Franks P. The cost of satisfaction: a national study of patient satisfaction, health care utilization, expenditures, and mortality. Archives of internal medicine. 2012;172(5):405-11. doi.org/10.1001/archinternmed.2011.1662.

Anderson RT, Camacho FT and Balkrishnan R. Willing to wait?: the influence of patient wait time on satisfaction with primary care. BMC Health Services Research. 2007;7(1):1. doi.org/10.1186/1472-6963-7-31.

De Jager J, Du Plooy A and Ayadi MF. Delivering quality service to in-and out-patients in a South African public hospital. African Journal of business management. 2010;4(2):133.

Wu C-C. The impact of hospital brand image on service quality, patient satisfaction and loyalty. African Journal of business management. 2011;5(12):4873.

Hibbard JH, Stockard J and Tusler M. Hospital performance reports: impact on quality, market share, and reputation. Health Affairs. 2005;24(4):1150-60. doi.org/10.1377/hlthaff.24.4.1150.

Jain SK and Gupta G. Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa. 2004;29(2):25-37. doi.org/10.1177/0256090920040203.

Salvador-Ferrer CM. Quality of university services: Dimensional structure of SERVQUAL vs. ESQS. Service Science. 2010;2(3):167-76. doi.org/10.1287/serv.2.3.167.

Ravichandran K, PRABAKARAN S and Kumar SA. Application of Servqual model on measuring service quality: A Bayesian approach. Enterprise Risk Management. 2010;2(1). doi.org/10.5296/erm.v2i1.341.

Purcărea VL, Gheorghe IR and Petrescu CM. The assessment of perceived service quality of public health care services in Romania using the SERVQUAL scale. Procedia Economics and Finance. 2013;6:573-85. doi.org/10.1016/S2212-5671(13)00175-5.

Calisir F, Gumussoy CA, Bayraktaroglu AE and Kaya B. Effects of service quality dimensions on customer satisfaction and return intention in different hospital types. InProceedings of the 2012. International Conference on Industrial Engineering and Operations Management 2012:518-522.

Essiam JO. Service Quality and Patients satisfaction with Healthcare Delivery: Empirical Evidence from Patients of the out Patient Department of a Public University Hospital in Ghana. European Journal of Business and Management. 2013;5(28):52-9.

Brahmbhatt M, Baser N and Joshi N. Adaping the SERVQUAL scale to hospital services: An empirical investigation of patients ‘perceptions of service quality‖. International Journal of Multidisciplinary Research. 2011;1(8):27-42.

Ozturkcan S, Aydin S, Ates M and Tansel Cetin A. Effects of service quality on customer satisfaction and customer loyalty: example of Marmara University Hospital. InInternational Congress on Performance and Quality in Health (Uluslararasi Saglikta Performans ve Kalite Kongresi). 2009:11. doi.org/10.2139/ssrn.1362601.

Toloie-Eshlaghy A, Ghafelehbashi S and Alaghebandha M. An investigation and ranking public and private Islamic banks using dimension of service quality (SERVQUAL) based on TOPSIS fuzzy technique. Applied Mathematical Sciences. 2011;5(61):3031-49.

Peprah AA and Atarah BA. Assessing Patient’s Satisfaction using SERVQUAL Model: A Case of Sunyani Regional Hospital, Ghana. International Journal of Business and Social Research. 2014;4(2):133-43. doi.org/10.18533/ijbsr.v4i2.404.

Shabbir S, Kaufmann HR and Shehzad M. Service quality, word of mouth and trust: Drivers to achieve patient satisfaction. Scientific research and Essays. 2010;5(17):2457-62.

Veillard J, Champagne F, Klazinga N, Kazandjian V, Arah O and Guisset A-L. A performance assessment framework for hospitals: the WHO regional office for Europe PATH project. International Journal for Quality in Health Care. 2005;17(6):487-96. doi.org/10.1093/intqhc/mzi072.

Bellou V and Thanopoulos J. Enhancing service quality in a hospital setting. Review of Business. 2006;27(1):26.

Atrek B and Bayraktaroğlu G. Is there a need to develop a separate service quality scale for every service sector? Verification of SERVQUAL in higher education services. Suleyman Demirel University Journal of Faculty of Economics & Administrative Sciences. 2012;17(1).

Kenan A and Yıldırım S. The measurement of service quality with servqual for different domestic airline firms in Turkey. Serbian Journal of Management. 2012;7(2):219-30. doi.org/10.5937/sjm7-1317.

Jiang JJ, Klein G, Parolia N and Li Y. An analysis of three SERVQUAL variations in measuring information system service quality. Electronic Journal Information Systems Evaluation Volume. 2012;15(2).

Bala N, Sandhu H and Nagpal N. Measuring life insurance service quality: An empirical assessment of SERVQUAL instrument. International business research. 2011;4(4):176. doi.org/10.5539/ibr.v4n4p176.

Ranjbar EM, Bahrami MA, Zare AH, Nasiri S, Arab M and Hadizadeh F et al. Gap analysis between perceptions and expectations of service recipients through Servqual approach in Yazd, Afshar Hospital. 2010:75-85.

Aghamolaei T, Eftekhaari TE, Rafati S, Kahnouji K, Ahangari S and Shahrzad ME et al. Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective. BMC Health Services Research. 2014;14(1):1. doi.org/10.1186/1472-6963-14-322.

Shaikh BT, Mobeen N, Azam SI and Rabbani F. Using SERVQUAL for assessing and improving patient satisfaction at a rural health facility in Pakistan. East Mediterr Health J. 2008;14(2):447-56.