Citation

Rauf, Abdul and Muhammad, Norhilmi and Mahmood, Hamid and Yuen, Yee Yen and Sabir, Irfan (2024) A conceptual framework of service quality on patient’s behavioral assessment: Insight from Pakistan. Journal of Infrastructure, Policy and Development, 8 (8). p. 6428. ISSN 2572-7923

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Abstract

The healthcare sector is progressively modest and patients expect higher service quality; therefore, healthcare practitioners’ and academic researchers’ attention upsurges in exploring service quality, intensifying satisfaction and generating behavioral intention. Despite the significance of the healthcare sector and the importance of quality-related matters, there is a paucity of research and publications dealing with healthcare service quality. This conceptual review evaluates the service quality in Pakistani healthcare sector rendering patients’ perspective. The proposed model emphasizes patients’ switching intention caused by poor or inadequate service quality through intervening constructs of satisfaction and alternative attractiveness. Additionally, current review explored the alternative attractiveness as mediator which was neglected in healthcare context. The model also attempts to propose the association between alternative attractiveness and outcome variable by switching costs regarding patients’ perspectives. The conceptual framework enables hospital managers to comprehend how patients assess healthcare quality provided in the presence of alternatives. The perception of patients would assist them in allocating healthcare resources and hospital management attain performance feedback through service quality parameters. Present review developed an inclusive framework as a novel injector in healthcare sector for patients’ perceived service quality.

Item Type:	Article
Uncontrolled Keywords:	service quality; satisfaction; alternative attractiveness;
Subjects:	H Social Sciences > HB Economic theory. Demography > HB848-3697 Demography. Population. Vital events
Divisions:	Faculty of Business (FOB)
Depositing User:	Ms Nurul Iqtiani Ahmad
Date Deposited:	01 Oct 2024 06:22
Last Modified:	01 Oct 2024 06:22
URII:	http://shdl.mmu.edu.my/id/eprint/13035

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