Service Quality in the Healthcare Industry: A Literature Review and Research Agenda
Published: 2022
Author(s) Name: Suman Agarwal, Ranjit Singh, Chandra Kant Upadhyay |
Author(s) Affiliation: Indian Institute of Information Technology, Allahabad, Uttar Pradesh, India.
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Abstract
The purpose of this paper is to systematically review the literature published on the various aspects of service quality in the
healthcare industry. The study is based on secondary information collected through the systematic review of 144 identified
literature. It is found that there are 25 factors affecting the perception of customers towards the service quality, 6 important impact
of service quality, 17 dimensions of service quality were identified, and 16 different measures to improve perception towards
service quality. The study exhibits the influential drivers of service quality and customer perception that may stimulate healthcare
managers to hold on to their customer base and enhance profitability. A positive relationship between customer satisfaction and
customer loyalty was also found. Finally, it concluded that if an organization desires to survive for a longer period, it is imperative to
do the persistent investigation of its service quality. Therefore, the study recommends continuous quality improvement programs,
proper usage of customer relationship management (CRM) and information System (IS) in order to ameliorate patient satisfaction,
and loyalty in return.
Keywords: Service Quality, Customer Satisfaction, Patient Loyalty, Hospital, Healthcare
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