... 14 07 2025 © Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Exploratory factor analysis Service quality Perceptions Quality function deployment Healthcare During the COVID-19 pandemic, global public spending on health increased...

... there have been few studies that discuss the perceptions of patient safety both from hospital staff and upper management. The purpose of this paper is to improve and to develop better strategies regarding patient safety in healthcare organizations. Design/methodology/approach – The Chinese version...

...Puay Cheng Lim; Nelson K.H. Tang In today’s highly competitive healthcare environment, hospitals increasingly realise the need to focus on service quality as a means to improve their competitive position. Customer‐based determinants and perceptions of service quality therefore play an important...

... questionnaire measured patient perceptions of provided service quality. Results showed that private hospitals are expected to offer a higher quality service, particularly in the “hotel services”, but it was the public sector that was exceeding its patients’ expectations by the wider margin. A number...

...Penelope Angelopoulou; Peter Kangis; George Babis How do physicians and patients perceive the quality of medical services offered? Is this perception the same in the private and public sector? On the basis of a survey conducted in Greece on a 2x2 design with 20 respondents in each cell, several...

...Doug Clarke; David Yarrow Explores the tensions between cost and quality, need and market, and the effects on patient care and service providers within today’s NHS. Builds on research carried out in two hospitals during 1993 to 1995, focusing on perceptions of quality and its management...

... and helpful. Patients in seven groups focused on the time taken to explain what was happening: © MCB UP Limited 1997 Focus groups Hospitals National Health Service Perceptions Quality Assessment of patient satisfaction with health care services is commonplace. Its popularity...

...Anne E. Tomes; Stephen Chee Peng Ng Describes the development of a multi‐item scale for assessing in‐patient perceptions of service quality in an NHS or NHS Trust hospital. Presents evidence of the high reliability of the scale and its factor structure. Five intangible factors emerge: empathy...