e-Healthcare service quality: consumer satisfaction and its association with demographic characteristics.

International Journal of Health Care Quality Assurance
Prachi VermaSanjeev K Sharma

Abstract

Use of technology for quality healthcare services has developed into a new field known as "e-Healthcare services." Healthcare providers often judge their quality of services with consumer satisfaction. With e-Healthcare services, consumer satisfaction is influenced by the quality of healthcare services provided and the demographic characteristics. The purpose of the present case study is to recognize the important predictors of quality, which are significant for consumer satisfaction with e-Healthcare services by using Zineldin's 5Qs model. It also aims to find the strength of association among the predictors of consumer satisfaction and the demographic characteristics of the respondents. A questionnaire-based study was conducted at a public (PGIMER, Chandigarh) and a private hospital (Fortis Hospital, Mohali) of Punjab, India, from February 2018 to March 2019. The structured, closed-ended questionnaire, to be marked on a 1-5 point Likert scale, was adapted from Zineldin's 5Qs model and was distributed to the respondents sitting in the waiting halls of the selected hospitals. The respondents comprised of both the patients and their attendants who were aware of e-Healthcare services and were using them. The analysis identified q...Continue Reading

References

Aug 4, 2001·International Journal of Health Care Quality Assurance Incorporating Leadership in Health Services·P C Lim, N K Tang
Nov 4, 2005·Health Expectations : an International Journal of Public Participation in Health Care and Health Policy·Raisa B DeberNatasha Sharpe
Mar 22, 2006·International Journal of Health Care Quality Assurance Incorporating Leadership in Health Services·Mosad Zineldin
Sep 13, 2008·International Journal of Health Care Quality Assurance·Coskun BakarA F Al Assaf
Sep 4, 2009·International Journal of Health Care Quality Assurance·Aditi Naidu
Sep 4, 2009·International Journal of Health Care Quality Assurance·Masood A BadriAbdulla M Ustadi
Dec 4, 2010·International Journal of Health Care Quality Assurance·Mohsin Muhammad Butt, Ernest Cyril de Run
Feb 24, 2012·Journal of Medical Internet Research·Efrat Neter, Esther Brainin
Mar 24, 2016·Perspectives in Public Health·Enkhjargal BatbaatarPietro Amenta

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Citations

Dec 29, 2020·International Journal of Health Care Quality Assurance·Karina M SerranoGilberto M D Ganga

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Software Mentioned

SERVQUAL
SPSS

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