An Assessment the Healthcare Service Quality in Selected Base Hospitals in RDHS Division Kalmunai-Sri Lanka

Authors

  • Dr. Shaikila Ranee Issadeen Medical Superintendent, Base Hospital Nintavur, No 503, Main Street, Sainthamaruthu-03#32280, Sri Lanka
  • Dr. Issadeen Aboobucker Medical superintendent, Base Hospital Sammanthurai, No 503, Main Street, Sainthamaruthu-03#32280, Sri Lanka
  • Dr. Rifad Jamaldeen Surgical Registrar, National Hospital of Sri Lanka,d SHO, LRH for Children,Colombo
  • Dr. Rasheed Jamaldeen

Keywords:

Hospital service quality, quality dimension, out patients department

Abstract

A cross sectional study was conducted to assess the service quality in Out Patients Department of selected base hospital in Sri lanka.Using the modified SERVQUAL questionnaire, data were  derived from 303 patients. The result provide the level of service quality and the perception of quality dimension  by the OPD patients. The results also confirm the majority of the participants are female (54.8%).Service quality is in moderate level in all the selected hospitals. According to the study domine “Reliability “ is highly correlated with {Mean; 5.5861) service quality and patients perceived law level of  “Courtesy” (Mean;3.6583) in the hospitals. Monthly income of the patients influences the perception of quality. High income patients have a higher correlation with domine “Assurance’’ (p=0.3.6; Sig-0.002) and the low income patients feel more domine “Responsibility ’(p=0.208;Sig- 0.002). Training programmes for employees on motivation, attitudinal changes and effective communication and developing a rewarding and awarding system in the hospital will strengthen the dimension of service quality and will improve patients satisfaction.

References

. Department of Census and Statistics, 2012,Sri Lanka

. Health Sustainable Development Goal 2018;Sri Lanka ; WHO South –East Asia

. Asadi-Lari, M., Tamburini, M. & Gray, D. Patients' needs, satisfaction, and health related quality of life: Towards a comprehensive model. Health Qual Life Outcomes 2, 32 (2004) doi:10.1186/1477-7525-2-32

. Annual health Bulletin 2016, Ministry of Health nutrition and Indigenous medicine ,Sri lanka.

. Sangeeta S, Banwet DK, Karunes S. An integrated framework for quality management in education: a faculty perspective. TQM J. 2008;14(5):502–519.

. Fitz Simmons JA, Fitz Simmons M. Service Management, Strategy, Operations and Information Technology. 2001

. Lam SSKSERVQUAL. A tool for measuring patients” opinions of hospital service quality in Hong Kong. Total Qual Manag. 1997;14(4):145–152.

. Nekoei-Moghadam M, Amiresmaili MR. Hospital services quality assessment: Hospitals of Kerman University of Medical Sciences, as a tangible example of a developing country. Int J Healthc Qual Assur. 2011;14:57–66. [PubMed]

. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality", Journal of Retailing, Vol. 64, No. 1, pp. 12

. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future study”, Journal of Marketing, Vol. 49 No. 10, pp. 41-50.

. Brown, S. W. and Swartz, T. (1989), "A gap analysis of professional service quality", Journal of Marketing, Vol. 53 No.4, pp. 92-8.

. Peprah, A. A. (2014), “Determinant of Patients’ Satisfaction at Sunyani regional Hospital, Ghana”. International Journal Business and Social Research (IJBR), Vol 4, No 1. Pp. 96-108

. Øvretveit J (2009). Does improving quality save money? A review of evidence of which improvements to quality reduce costs to health service providers. London: the Health Foundation.

. Carman, M. (1990), "Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions", Journal of Retailing, Vol. 66 No.1, pp. 33-5

. Santos,J &Reynold,A.(1999)Cronbach;s alpha;A tool for assessing the reliability of scales, journals of extention.1999,37(2),available at http//www.joe.org/joe/1999 april/tt3.html

Downloads

Published

2019-12-18

How to Cite

Issadeen, D. S. R., Aboobucker, D. I. ., Jamaldeen, D. R. ., & Jamaldeen, D. R. . (2019). An Assessment the Healthcare Service Quality in Selected Base Hospitals in RDHS Division Kalmunai-Sri Lanka. International Journal of Sciences: Basic and Applied Research (IJSBAR), 48(7), 65–75. Retrieved from https://gssrr.org/index.php/JournalOfBasicAndApplied/article/view/10564

Issue

Section

Articles