Institute of Quality and Technology Management, University of the Punjab, Lahore, Pakistan.
Department of Public Health and Community Medicine, Shaikh Khalifa Bin Zayed Al-Nahyan Medical College and Shaikh Zayed Postgraduate Medical Institute, Shaikh Zayed Medical Complex, Lahore, Pakistan.
Int J Qual Health Care. 2019 Feb 1;31(1):11-29. doi: 10.1093/intqhc/mzy125.
Various dimensions of healthcare service quality were used and discussed in literature across the globe. This study presents an updated meaningful review of the extensive research that has been conducted on measuring dimensions of healthcare service quality.
Systematic review method in current study is based on PRISMA guidelines. We searched for literature using databases such as Google, Google Scholar, PubMed and Social Science, Citation Index.
In this study, we screened 1921 identified papers using search terms/phrases. Snowball strategies were adopted to extract published articles from January 1997 till December 2016.
Two-hundred and fourteen papers were identified as relevant for data extraction; completed by two researchers, double checked by the other two to develop agreement in discrepancies. In total, 74 studies fulfilled our pre-defined inclusion and exclusion criteria for data analysis.
Service quality is mainly measured as technical and functional, incorporating many sub-dimensions. We synthesized the information about dimensions of healthcare service quality with reference to developed and developing countries. 'Tangibility' is found to be the most common contributing factor whereas 'SERVQUAL' as the most commonly used model to measure healthcare service quality.
There are core dimensions of healthcare service quality that are commonly found in all models used in current reviewed studies. We found a little difference in these core dimensions while focusing dimensions in both developed and developing countries, as mostly SERVQUAL is being used as the basic model to either generate a new one or to add further contextual dimensions. The current study ranked the contributing factors based on their frequency in literature. Based on these priorities, if factors are addressed irrespective of any context, may lead to contribute to improve healthcare quality and may provide an important information for evidence-informed decision-making.
全球文献中使用并讨论了医疗服务质量的各个维度。本研究对广泛开展的医疗服务质量维度测量研究进行了更新的有意义的回顾。
本研究中的系统评价方法基于 PRISMA 指南。我们使用 Google、Google Scholar、PubMed 和社会科学引文索引等数据库搜索文献。
在这项研究中，我们使用搜索词/短语筛选了 1921 篇已确定的论文。采用滚雪球策略从 1997 年 1 月至 2016 年 12 月提取已发表的文章。
确定了 214 篇相关论文以供提取数据；由两名研究人员完成，另外两名研究人员进行了双重检查，以解决差异中的分歧并达成一致。共有 74 项研究符合我们预先确定的纳入和排除数据分析标准。
服务质量主要被测量为技术性和功能性，包含许多子维度。我们参考发达国家和发展中国家的情况，综合了医疗服务质量维度的信息。“有形性”被发现是最常见的贡献因素，而“SERVQUAL”是最常用的测量医疗服务质量的模型。
目前回顾研究中使用的所有模型都存在医疗服务质量的核心维度。当关注发达国家和发展中国家的重点维度时，我们发现这些核心维度略有差异，因为 SERVQUAL 通常被用作基本模型来生成新的模型或添加进一步的上下文维度。本研究根据文献中的频率对贡献因素进行了排序。根据这些优先事项，如果不考虑任何背景因素来解决这些因素，可能有助于提高医疗质量，并为循证决策提供重要信息。
