Service Quality Dimension in Health Care Service Delivery: The Case for Healthstrat in Kenya
Science Journal of Business and Management
Volume 3, Issue 5, October 2015, Pages: 164-174
Received: Aug. 5, 2015;
Accepted: Aug. 13, 2015;
Published: Aug. 21, 2015
Views 5965 Downloads 169
Janet Mukami Mugambi, School of Business Studies, University of Nairobi, Nairobi, Kenya
Zipporah N. Kiruthu, School of Business Studies, University of Nairobi, Nairobi, Kenya
The main objective of this study was to investigate service quality dimension in health care service delivery, the case for Healthstrat. In doing so, the study adopted the following objectives: to investigate the factors that determine service delivery at Healthstrat, to investigate the customers’ service expectations at Healthstrat and to determine the impact of service delivery mechanism on service quality. The study was guided by the SERVQUAL model which was made of ten dimensions of service quality when created; tangibles, reliability, responsiveness, communication, credibility, security, competence, courtesy, understanding the customer, and access, but later on these dimensions were reduced to five because some dimensions were overlapping (communication, credibility, security, competence, courtesy, understanding customers and access) and they included, Tangibles- physical facilities, equipment, and staff appearance. The study adopted a descriptive research design method. The target population of this study consisted of all the 98 employees working at the hospitals that Healthstrat supports and a sample size of 30 employees was considered. The study used primary data collected through a structured questionnaire. Data was analysis using statistical package for social sciences. Descriptive statistics such as mean, standard deviation were generated. The study found out that service quality as perceived by customers is as a result of how well service matches expectations. Secondly that service quality was determined by two dimensions, namely; expectations and experience and each of these dimensions had underlying factors. Thirdly, five factors determined the outcome of service quality which is used by the customers to complete judgement during service delivery, namely; tangibles, reliability, responsiveness, assurance and empathy. The study recommends that participants mentioned the staff to be the focus of improvement based on the fact that it’s the service staff that actually operationalizes service quality standards and more importantly it’s during the service encounter where the customer forms the last judgements on service quality
Janet Mukami Mugambi,
Zipporah N. Kiruthu,
Service Quality Dimension in Health Care Service Delivery: The Case for Healthstrat in Kenya, Science Journal of Business and Management.
Vol. 3, No. 5,
2015, pp. 164-174.
Asubonteng, P., McCleary, K.J. & Swan, J.E. (2006). SERVQUAL revisited: a critical review of service quality, The Journal of Services Marketing, Vol.10, Number 6, p.62-81.
Athanassopoulos A.D.,(2010) Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behaviour, Journal of Business Research, Volume 47, Issue 3, Pages 191-207, 2000
Brysland, A. & Curry, A. (2001) Service Improvements in public services using SERVQUAL, Managing Service Quality, vol. 11(6), p. 389-401
Caron, Daniel J. & Giauque, David (2006) Civil servant identity at the crossroads: new challenges for Public administrations, International Journal of Public Sector anagement, vol. 19(6), p. 543-555
Chandon, J.L., Leo, P.Y. & Philippe, J. (2007) Service encounter dimensionsÐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel, International Journal of Service Industry Management, 8, pp. 65± 86.
Clinton, R.J., Williamson, S. and Bethke, A.L. (2004). Implementing total quality management: The role of human resource management, SAM Advanced Management Journal, 59(2), pp. 10-17.
Eshghi, A., Roy, S. K., & Ganguli, S. (2008). Service quality and customer satisfaction: An empirical investigation in Indian mobile Telecommunications services, Marketing Management Journal, Vol 18, Number 2, p. 119-144.
Ghylin, K.M., Green, B. D., Drury, C. G., Chen, J., Schultz, J.L., Uggirala, A., Abraham, J.K. & Lawson, T.A. (2006). Clarifying the dimensions of four concepts of quality, Theoretical Issues in Ergonomics Science, Vol. 9, Number 1, p.73-94.
Gowan, M., Seymour, J., Ibarreche, S. & Lackey, C. (2001) Service quality in a public agency: same expectations but different perceptions by employees, managers, and customers, Journal of Quality Management, vol. 6, p. 275-291
Gronroos, C. (1982). A service quality model and its marketing implications, European Journal of Marketing, Vol.18, Number 4, p.36-44.
Helmsing, A. H. J. (2005). Local Government Central Finance. An Introduction: New York USA.
Hill S. (1981). “Why Quality Circles Failed but Total Quality Management Might Succeed.” British Journal of Industrial Relations, 29(4), 541-568.
Ho, S.K.M. (2009). From TQM to business excellence, Production Planning & Control, 10(1), pp. 87-97.
Hyde, A. (2002). “The Proverbs of Total Quality Management: Recharting the Path to Quality Improvement in the Public Sector.” Public Productivity and Management Review, 16(1), 25-37.
Kombo, D.K., & Tromp, D.L. (2006). Proposal and Thesis Writing. Nairobi, Pauline.uwi.edu/pdf.
Kothari, C. R. (2004). Research Methodology. New Delhi: Willy Eastern Limited.
Ladhari, R. (2009). A review of twenty years of SERVQUAL research, International Journal of Quality and Service Sciences, Vol. 1, Number 2. P.172-198.
Mentzer, J. (2006), Fundamentals of Supply Chain Management, Response Books
Negi, R. (2009). Determining customer satisfaction through perceived service quality: A study of Ethiopian mobile users, International Journal of Mobile Marketing; Vol.4, Number 1; p.31-38.
Nigel, S., Stuart, C., and Robert, J. (2007). Operations Management. Prentice Hall, Pearson Education
Oboth, M. J. (2001). Decentralization and Service Delivery: Constraints and Controversies. Kampala: Makerere University Library.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2005). A conceptual model of service quality and its implications for future research, Journal of Marketing, Vol. 49, p.41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2008). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, Number 1, p.12-40.
Price, L.L., Arnould, E.J. & Tierney, P. (2005) Going to extremes: managing service encounters and assessing provider performance, Journal of Marketing, 59, pp. 83± 97.
Richard, B. C., Robert, J.F., Nicholas, J. A., and Nitin, K.A.(2007). Operations Management for Competitive Advantage. McGraw – Hill
Sankey, H. (2007) "Kuhn's ontological relativism," in Issues and Images in the Philosophy of Science: Scientific and Philosophical Essays in Honour of Azarya Polikarov. Boston studies in the philosophy of science, vol. 192, pp. 305-320.
Slack N., Chambers S., Johnstone R. (2008) Operations Management. 5th Edition FT. Prentice Hall.