Service Quality For Facilities Management In Ho...
Findings: This study aims to discover the perception of PWDs towards FM service quality, and it has found a gap for improvement. The area that requires the highest attention includes the importance of (1) assurance on accessibility despite maintenance activity being conducted (2) criticality of facilities maintenance itself, (3) assurance on comfort and safety, (4) reliable medium to ask for assistance or giving feedback, (5) signage that is clearly seen and easily understood and (6) staff responsiveness.
Service Quality for Facilities Management in Ho...
Research limitations/implications: This instrument is validated by PWDs under the physical disability category only, specifically in the hospital context. Future research is recommended to identify the FM service quality aspect for different categories of disability (sensory, mental or intellectual impairment).
Practical implications: The findings provide evidence for FM to consider PWDs' perceptions in FM strategy development. Even FM provides a healthcare support system. FM service quality partly reflects healthcare service quality.
Originality/value: This SERVQUAL tools can be improvised and used to measure the perception of PWDs on FM service quality systematically and holistically. Understanding the service quality aspect is important for a facility manager to precisely measure and prioritise what is truly important to the building users with special needs and try to accommodate this need in the management activity.
Features supplementary material, including a checklist of 32 key factors for successful facilities management and another checklist of 24 service attributes for hospitals to achieve desirable service quality in connection with facilities management
The book adopts a unique approach of combining service quality and quality theory to provide a more holistic view of how FM service quality can be achieved in hospitals. It also integrates three instruments, namely the SERVQUAL model, the Kano model and the QFD model to yield empirical results from surveys for implementation in hospitals.
Although the book was written from the perspective of FM service quality for hospitals, the findings and recommendations are also relevant for other non-healthcare sectors where appropriate lessons may also be drawn for FM and service quality in general. It will particularly benefit Quality Managers, Facilities Managers and Hospital Administrators.
The COVID-19 pandemic has resulted in extra attention on facilities management. With safety protocols regularly changing as managers learn more about the virus, it is up to facilities professionals to ensure that buildings are healthy and safe for workers and patients to enter.
This book covers the range of facilities management topics from technology applications to disaster recovery planning. This guide shares overviews, case studies and practical guidelines that pave the way for successful managers.
This handbook helps readers to become more familiar with healthcare facilities management. Filled with quizzes, tips and anecdotes from seasoned professionals, it can be a valuable tool to newcomers and veteran managers alike.
SERVQUAL, created by Parasuraman et al,17 is a widely used scale for measuring service quality in the service sector. Aghamolaei et al18 argued that it is also suitable for measuring service quality in hospitals; however, its suitability must be evaluated in different contexts. Patients from various parts of the world have different expectations and perceptions of service quality based on the social, cultural, and economic conditions in which they live.
Seth et al30 identified 19 models of service quality in diverse service settings (shown in Table 1). They revealed a close relationship between service quality and customer satisfaction. Earlier, Grönroos31 noted that organizations must have the ability to influence the perceptions of consumers and should manage service quality by narrowing the gap between consumer expectations and perceptions. He described 2 distinct aspects of service quality in his model: technical and functional quality. Both of these aspects of quality shape the image of an organization. This image may be built by word of mouth, tradition, ideology, and public relations.30
After this exploratory research, Parasuraman et al51 developed SERVQUAL, a more concise model to assess service quality within an organization. This model was continuation of a previous model in which 10 dimensions (tangibility, reliability, assurance, responsiveness, empathy, communication, competence, credibility, courtesy, and security) were decreased to 5 dimensions (tangibility, reliability, assurance, responsiveness, and empathy), with 97 items in the former model and 22 items in the latter.
The health care facility can be divided into 2 quality dimensions: technical quality and functional quality.31 Technical quality in health care is mainly related to technical correctness and medical analyses and techniques, whereas functional quality refers to how the health care service is provided to patients.54 Furthermore, technical quality is about what the customers get, whereas functional quality is about how they get it. Ware and Snyder55 state that although technical quality has high significance among patients, most patients do not have the information to assess efficiently the quality of the investigative and relaxing involvement procedure or material needed. Maximum patients cannot discriminate among the caring presentation and the curing presentation of doctors.54
Pakistan is the sixth most populated country, with a population of around 191.71 million. Its population growth rate is 1.92% as stated in the Pakistan Bureau of Statistics.78 According to its constitution, the provision of health care services is the responsibility of federal and provincial governments, which plan and devise national health policies. The majority of people in urban areas go to public hospitals when they need care,79 but these facilities are inadequate to serve the large numbers of people who use them. A strong government focus is required to support these services.
The proposed service quality model of 5 dimensions is shown in Figure 1. The CFA evaluated the proposed modeled constructs. These constructs are actually quality dimensions that are built on collected data. Multiple items were converted to single construct that reflected the quality dimension. The goodness-of-fit statistics used to assess the fit of the data for the proposed model are shown in Table 5. The values of RMSEA = 0.08, CFI = 0.969, χ2 / df = 3.57, PGFI = 0.557, and PNFI = 0.669 indicate a satisfactory fit of the model. Therefore, these values indicate that the structural model has the best fit.93
In management research, it is also well known that different contexts can lead to varied results.95 Therefore, this research bridges the gap in theoretical contributions in the form of developing a service quality model based on modified SERVQUAL dimensions that are appropriate for public and private hospitals in Asian countries such as Pakistan. This study evaluates the meticulous understanding of patients regarding the services they receive and then compares it with their expectations.74
The current study is limited in that it examines only the patient perspective, and patients are not completely knowledgeable of the services delivered to them; therefore, there is a need to investigate the view point of health care providers. Another limitation is that although we investigated service quality based on the SERVQUAL questionnaire and later adapted some items from the literature, there is need for qualitative studies to investigate more service quality dimensions.
The analysis utilised geocoded information on hospitals, clinics, roads and population and the data of the quality scores of healthcare facilities. Quality scores were analysed by hot spot analysis and inverse distance weighting. Accessibility and formation of travel time-based service areas by travel time distances were calculated using road network, driving speed and population data.
The results bring up the need and the means for improving the quality of health services and their cost-efficient availability by location optimisation, road improvements and implementing digital healthcare provided by hospitals and clinics in the city. At the same, this study provides a multidisciplinary approach for planning more equal and efficient health service provision geographically.
The quality and accessibility of healthcare facilities play a crucial role in preventing and mitigating health problems. Health services planning designs health service delivery and performance, whereas urban planning develops urban infrastructure to meet the needs of health service providers and residents [1]. From these planning viewpoints, this study focuses on the quality and accessibility of healthcare facilities and shows where the deficiently served areas are located in Ho Chi Minh City (HCMC), the largest city in Vietnam. Thereafter, we explore how urban planning and various digital healthcare services would be suitable to improve quality and accessibility to health services on the big city scale.
Quality in healthcare facilities is usually classified as technical and perceived quality categories. The former refers to the level of health infrastructure and compliance with the instructions on the professionally defined practices and protocols of care according to current care guidelines and the later experiences and perceptions given usually by patients. World Health Organization (WHO) and researchers elsewhere have developed numerous indicators to assess the level of infrastructure and performance of healthcare facilities [2,3,4]. These principles are also followed in Vietnam where Vietnamese quality assessment scores of hospitals and clinics describe the quality of healthcare facilities [5, 6].
Globally, accessibility to health care varies strongly geographically by regional structure, affected by transport and population density. Travel time can take many hours or even days to reach primary healthcare services in the rural areas of less developed countries [7] whereas accessibility is substantially better in urban areas [8]. Many studies have investigated how to smooth out differences in accessibility in regions and countries as solving locational problems [9, 10]. Less has been discussed the spatial potential of digital healthcare as a part of health services planning and urban planning to abolish geographical differences in the accessibility and quality of health services cost-efficiently. Achieving a better spatial balance may require utilising telehealth and remote care with the latest digital healthcare technologies. Our aim is to fill this research gap, bringing digital healthcare into the part of urban and health services planning practices based on the empirical analyses of quality and accessibility of healthcare facilities in HCMC. This contribution expands the contents of planning doctrines also theoretically by developing geospatial thinking and methods into planning. 041b061a72