Antecedents and Consequences of Hospital Service Quality – A Conceptual Model

International Journal of Economics and Management Studies

© 2016 by SSRG - IJEMS Journal

Volume 3 Issue 10

Year of Publication : 2016

Authors : Swapnarag Swain, Nirmal C. Kar

10.14445/23939125/IJEMS-V3I6P105

How to Cite?

Swapnarag Swain, Nirmal C. Kar, "Antecedents and Consequences of Hospital Service Quality – A Conceptual Model," SSRG International Journal of Economics and Management Studies, vol. 3,  no. 10, pp. 28-32, 2016. Crossref, https://doi.org/10.14445/23939125/IJEMS-V3I6P105

Abstract:

The main objective of this paper is to identify the factors underlying service quality and the outcomes of service quality management in hospital setting. This is a qualitative work which involves critical analysis of existing literature on hospital service quality. This paper has proposed a conceptual model to show the antecedents and consequences of hospital service quality. According to the model quality of structure, quality of process, and quality of outcome are the three major factors underlying hospital service quality which leads to patient satisfaction which in turn helps a firm achieve competitive advantage through repeat buying, higher prices, loyalty in crisis, word-of-mouth, one-stop shopping, and new product development.

Keywords:

Hospital, Service quality, Patient satisfaction, Competitive advantage.

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