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Healthcare Service Quality: A Methodology for Servicescape Re-design using Taguchi Approach (ABDC-B)

Publication Type : Journal Article

Publisher : Emerald

Url :

Campus : Kochi

School : School of Business

Year : 2019

Abstract : Purpose – This study attempted to identify major HSQ dimensions, their most preferred service levels, and their effect on HSQ perceptions of patients using a Taguchi experiment. Design/methodology/approach – This study adopted a sequential incidence technique to identify factors relevant in HSQ and examined the relative importance of different factor levels in the service journey using Taguchi experiment. Findings – For HSQ, the optimum factor levels are online appointment booking facility with provision to review and modify appointments; a separate reception for booked patients; provision to meet the doctor of choice; prior detailing of procedures; doctor on call facility to the room of stay; electronic sharing of discharge summary, an online payment facility. Consultation phase followed by the stay and then procedures have maximum effect on S/N and mean responses of patients. The appointment stage has a maximum effect on standard deviations.

Cite this Research Publication : Rejikumar G., Aswathy Asokan Ajitha, Malavika S. Nair, and Raja Sreedharan V. (2019). "Healthcare service quality: a methodology for servicescape re-design using Taguchi approach", The TQM Journal, Vol. 31 Issue: 4, pp.600-619, (ABDC-B) (Publisher: Emerald)

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