An Empirical Exploration of Hospital Service Quality Assessment Criteria in China

Wang, Chengbo and Yang, Tong and Mao, Zhaofang and Zhang, Lixin and Vaughan, John and Mercer, John (2011) An Empirical Exploration of Hospital Service Quality Assessment Criteria in China. Journal of General Management, 37 (2). pp. 51-68.

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Abstract

This paper reports on a research project within the context of the Chinese healthcare sector. From a functional quality aspect, the research identifies, selects and confirms the service quality assessment criteria suitable for Chinese hospitals via literature search, focus group and survey investigation; the numbers of the criteria have also been reduced based on principal component analysis; then through importance-performance analysis, provides further understanding/ prioritisation on the criteria and also groups them accordingly to reflect their influence on service quality. The research produces a set of appropriate service quality criteria suitable for evaluating hospitals' performance in a Chinese context. Meanwhile, the learning obtained from the research and the grouped criteria (quality performance indicators) can support consequential empirical research projects for obtaining more insights into running hospital businesses, and provide guidance to a wider range of Chinese hospitals on their business operations. They can also be used to guide foreign healthcare providers on developing/implementing their business management strategies while planning to enter the Chinese healthcare marketplace.

Item Type: Article
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Schools and Research Institutes > Business School > Business and Human Resource Management
Research Priority Areas: Applied Business Research
Depositing User: Ineke Tijsma
Date Deposited: 29 Apr 2015 09:34
Last Modified: 29 Apr 2015 09:34
URI: http://eprints.glos.ac.uk/id/eprint/1836

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