Patients’ perception of service quality in a healthcare not-for-profit organisation
Background: Service organisations should be aware of those elements that are perceived as excellent quality and incorporate these as part of their service offering. However, a not-for-profit (NPO) healthcare organisation consists of a diverse group of stakeholders who have different perspectives and...
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| Format: | Article |
| Language: | English |
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AOSIS
2022-09-01
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| Series: | South African Family Practice |
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| Online Access: | https://safpj.co.za/index.php/safpj/article/view/5490 |
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| _version_ | 1849329889761558528 |
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| author | Melene Strauss Renata Schoeman |
| author_facet | Melene Strauss Renata Schoeman |
| author_sort | Melene Strauss |
| collection | DOAJ |
| description | Background: Service organisations should be aware of those elements that are perceived as excellent quality and incorporate these as part of their service offering. However, a not-for-profit (NPO) healthcare organisation consists of a diverse group of stakeholders who have different perspectives and interests. Service quality therefore requires a multidimensional definition that comprehends all their needs and expectations.
Methods: Perceived service quality experienced by patients was measured by completion of the Service Performance (SERVPERF) questionnaire. A total of 111 patients completed the questionnaire across three mobile clinics supported by an NPO.
Results: The research results suggested that service quality at the mobile clinics was of a very high standard, with no meaningful differences between clinics, age groups or gender. However, the responses had very little variance and could have been subjected to response bias or extreme bias. The absence of a comparator organisation could also have had an influence on responses given by respondents.
Conclusion: Healthcare service organisations should strive towards maintaining high standards and engage in continuous measurement and improvement of their service quality as part of their quality management process. By measuring the current level of service experienced by patients, insights have been identified where adjustments might have a positive effect on perceived value. Future research recommendations include suggestions to increase the sample population, taking the service setting into account and further studies to confirm the validity and reliability of solicited service quality questionnaires in a NPO setting. |
| format | Article |
| id | doaj-art-d82b991240e44dc2af66308d6e8d49f8 |
| institution | Kabale University |
| issn | 2078-6190 2078-6204 |
| language | English |
| publishDate | 2022-09-01 |
| publisher | AOSIS |
| record_format | Article |
| series | South African Family Practice |
| spelling | doaj-art-d82b991240e44dc2af66308d6e8d49f82025-08-20T03:47:09ZengAOSISSouth African Family Practice2078-61902078-62042022-09-01641e1e510.4102/safp.v64i1.54904265Patients’ perception of service quality in a healthcare not-for-profit organisationMelene Strauss0Renata Schoeman1University of Stellenbosch Business School, BellvilleDepartment of Leadership, University of Stellenbosch Business School, BellvilleBackground: Service organisations should be aware of those elements that are perceived as excellent quality and incorporate these as part of their service offering. However, a not-for-profit (NPO) healthcare organisation consists of a diverse group of stakeholders who have different perspectives and interests. Service quality therefore requires a multidimensional definition that comprehends all their needs and expectations. Methods: Perceived service quality experienced by patients was measured by completion of the Service Performance (SERVPERF) questionnaire. A total of 111 patients completed the questionnaire across three mobile clinics supported by an NPO. Results: The research results suggested that service quality at the mobile clinics was of a very high standard, with no meaningful differences between clinics, age groups or gender. However, the responses had very little variance and could have been subjected to response bias or extreme bias. The absence of a comparator organisation could also have had an influence on responses given by respondents. Conclusion: Healthcare service organisations should strive towards maintaining high standards and engage in continuous measurement and improvement of their service quality as part of their quality management process. By measuring the current level of service experienced by patients, insights have been identified where adjustments might have a positive effect on perceived value. Future research recommendations include suggestions to increase the sample population, taking the service setting into account and further studies to confirm the validity and reliability of solicited service quality questionnaires in a NPO setting.https://safpj.co.za/index.php/safpj/article/view/5490servicequalityhealthcaremeasurementimprovementvalueservperfnot-for-profit |
| spellingShingle | Melene Strauss Renata Schoeman Patients’ perception of service quality in a healthcare not-for-profit organisation South African Family Practice service quality healthcare measurement improvement value servperf not-for-profit |
| title | Patients’ perception of service quality in a healthcare not-for-profit organisation |
| title_full | Patients’ perception of service quality in a healthcare not-for-profit organisation |
| title_fullStr | Patients’ perception of service quality in a healthcare not-for-profit organisation |
| title_full_unstemmed | Patients’ perception of service quality in a healthcare not-for-profit organisation |
| title_short | Patients’ perception of service quality in a healthcare not-for-profit organisation |
| title_sort | patients perception of service quality in a healthcare not for profit organisation |
| topic | service quality healthcare measurement improvement value servperf not-for-profit |
| url | https://safpj.co.za/index.php/safpj/article/view/5490 |
| work_keys_str_mv | AT melenestrauss patientsperceptionofservicequalityinahealthcarenotforprofitorganisation AT renataschoeman patientsperceptionofservicequalityinahealthcarenotforprofitorganisation |