Measures of healthcare service quality
| Classification | Variables | Source |
|---|---|---|
| Servicescape | Physical environmental quality | Mosadeghrad (2014), Sharma and Narang (2011), Brady and Cronin (2001), Chahal and Kumari (2012) |
| Diagnostic aspect of care | Sharma and Narang (2011) | |
| Physical factors | Marzban et al. (2015) | |
| Resources and capacity | Mosadeghrad (2014), Simou et al. (2014) | |
| Tangibility | Ahmad and Sungip (2008), Herstein and Gamliel (2006), Irfan and Ijaz (2011), Karydis et al. (2001), Manulik et al. (2016), Singh and Prasher (2019), Sohail (2003), Wiesniewski and Wiesniewski (2005), Al Fraihi et al. (2016), Abu-Kharmeh (2012), Adebayo et al. (2014), Bahadori et al. (2014), Chakravarty (2011), Li et al. (2015), Marzban et al. (2015), Aghamolaei et al. (2014), Torabipour et al. (2016), Taner and Antony (2006) | |
| Utilization | Simou et al. (2014) | |
| Financial and physical access to care | Sharma and Narang (2011) | |
| Access | Sharma and Narang (2011), Tucker and Adams (2001) | |
| Personnel characteristics | Healthcare personnel conduct | Sharma and Narang (2011) |
| Efficacy | Abu-Kharmeh (2012) | |
| Efficiency | Simou et al. (2014) | |
| Empathy | Ahmad and Sungip (2008), Herstein and Gamliel (2006), Irfan and Ijaz (2011), Karydis et al. (2001), Manulik et al. (2016), Singh and Prasher (2019), Sohail (2003), Wiesniewski and Wiesniewski (2005), Al Fraihi et al. (2016), Abu-Kharmeh (2012), Adebayo et al. (2014), Bahadori et al. (2014), Chakravarty (2011), Li et al. (2015), Marzban et al. (2015), Aghamolaei et al. (2014), Torabipour et al. (2016), Taner and Antony (2006) | |
| Communication | Abu-Kharmeh (2012) | |
| Interaction quality | Brady and Cronin (2001), Chahal and Kumari (2012) | |
| Outcome quality | Brady and Cronin (2001) | |
| Physician and staff performance | Gupta and Rokade (2016) | |
| Professional quality | Ovretveit (2000) | |
| Provider competency/performance | Mosadeghrad (2014), Tucker and Adams (2001) | |
| Provider motivation and satisfaction | Mosadeghrad (2014) | |
| Reliability | Ahmad and Sungip (2008), Herstein and Gamliel (2006), Irfan and Ijaz (2011), Karydis et al. (2001), Manulik et al. (2016), Singh and Prasher (2019), Sohail (2003), Wiesniewski and Wiesniewski (2005), Al Fraihi et al. (2016), Abu-Kharmeh (2012), Adebayo et al. (2014), Bahadori et al. (2014), Chakravarty (2011), Li et al. (2015), Marzban et al. (2015), Aghamolaei et al. (2014), Torabipour et al. (2016), Taner and Antony (2006) | |
| Responsiveness | Ahmad and Sungip (2008), Herstein and Gamliel (2006), Irfan and Ijaz (2011), Karydis et al. (2001), Manulik et al. (2016), Simou et al. (2014), Singh and Prasher (2019), Sohail (2003), Wiesniewski and Wiesniewski (2005), Al Fraihi et al. (2016), Abu-Kharmeh (2012), Adebayo et al. (2014), Bahadori et al. (2014), Chakravarty (2011), Li et al. (2015), Marzban et al. (2015), Aghamolaei et al. (2014), Torabipour et al. (2016), Taner and Antony (2006), Gupta and Rokade (2016) | |
| Timeliness | Simou et al. (2014), Irfan and Ijaz (2011) | |
| Trust worthiness | Singh and Prasher (2019) | |
| Hospital management/administration | Admission | Aagja and Garg. (2010) |
| Assurance | Ahmad and Sungip (2008), Herstein and Gamliel (2006), Irfan and Ijaz (2011), Karydis et al. (2001), Manulik et al. (2016), Singh and Prasher (2019), Sohail (2003), Wiesniewski and Wiesniewski (2005), Al Fraihi et al. (2016), Abu-Kharmeh (2012), Adebayo et al. (2014), Bahadori et al. (2014), Chakravarty (2011), Li et al. (2015), Marzban et al. (2015), Aghamolaei et al. (2014), Torabipour et al. (2016), Taner and Antony (2006) | |
| Healthcare delivery system | Mosadeghrad (2014), Sharma and Narang (2011) | |
| Availability | Mosadeghrad (2014) | |
| Discharge | Aagja and Garg (2010) | |
| Documentation | Gupta and Rokade (2016) | |
| Infection rate | Gupta and Rokade (2016) | |
| Social responsibility | Aagja and Garg (2010) | |
| Standard operating procedures | Gupta and Rokade (2016) | |
| Leadership and management | Mosadeghrad (2014) | |
| Management quality | Ovretveit (2000) | |
| Medical service | Aagja and Garg. (2010) | |
| Drug availability | Sharma and Narang (2011) | |
| Patient characteristics | Patient satisfaction | Gupta and Rokade (2016), Mosadeghrad (2014) |
| Average length of stay | Gupta and Rokade (2016) | |
| Patient cooperation | Mosadeghrad (2014) | |
| Patient quality/illness | Ovretveit (2000), Mosadeghrad (2014) | |
| Patient socio-demographic variables | Mosadeghrad (2014) |
| Classification | Variables | Source |
|---|---|---|
| Servicescape | Physical environmental quality | |
| Diagnostic aspect of care | ||
| Physical factors | ||
| Resources and capacity | ||
| Tangibility | ||
| Utilization | ||
| Financial and physical access to care | ||
| Access | ||
| Personnel characteristics | Healthcare personnel conduct | |
| Efficacy | ||
| Efficiency | ||
| Empathy | ||
| Communication | ||
| Interaction quality | ||
| Outcome quality | ||
| Physician and staff performance | ||
| Professional quality | ||
| Provider competency/performance | ||
| Provider motivation and satisfaction | ||
| Reliability | ||
| Responsiveness | ||
| Timeliness | ||
| Trust worthiness | ||
| Hospital management/administration | Admission | |
| Assurance | ||
| Healthcare delivery system | ||
| Availability | ||
| Discharge | ||
| Documentation | ||
| Infection rate | ||
| Social responsibility | ||
| Standard operating procedures | ||
| Leadership and management | ||
| Management quality | ||
| Medical service | ||
| Drug availability | ||
| Patient characteristics | Patient satisfaction | |
| Average length of stay | ||
| Patient cooperation | ||
| Patient quality/illness | ||
| Patient socio-demographic variables |
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