Healthcare service quality perception in Japan.

PURPOSE

This study aims to assess Japanese patients' healthcare service quality perceptions and to shed light on the most meaningful service features. It follows-up a study published in IJHCQA Vol. 21 No. 7.

DESIGN/METHODOLOGY/APPROACH: Through a non-linear approach, the study relied on the scatter model to detect healthcare service features' importance in forming overall quality judgment.

FINDINGS

Japanese patients perceive healthcare services through a linear compensatory process. Features related to technical quality and staff behavior compensate for each other to decide service quality.

RESEARCH LIMITATIONS/IMPLICATIONS: A limitation of the study is the limited sample size. Non-linear approaches could help researchers to better understand patients' healthcare service quality perceptions. The study highlights a need to adopt an evolution that enhances technical quality and medical practices in Japanese healthcare settings.

ORIGINALITY/VALUE: The study relies on a non-linear approach to assess patient overall quality perceptions in order to enrich knowledge. Furthermore, the research is conducted in Japan where healthcare marketing studies are scarce owing to cultural and language barriers. Japanese culture and healthcare system characteristics are used to explain and interpret the results.