2. Literature review
The literature review is to present the already known – researched information of the areas that are related and meaningful to this research study (Saunders et al. 2012). Thus, the literature review will not only contribute in getting a much greater understanding in the research topic but also will enable to identify the gaps that need to be researched or questions that are not clearly answered. By classifying and examining previous studies the appropriate information and clear understanding will be achieved that will allow and also ensure that the current study is not repeating the same research or answering same questions. For this literature review the following key words were used for narrowing down the study material:
…show more content…
The five dimensions of the SERVQUAL model in the evaluation of service quality was tasted by many researchers in order to prove the model’s validity. To begin with, Zeithaml et al (2006), claimed that, “service quality is a focused evaluation that reflects the customer’s perception of reliability, assurance, responsiveness, empathy, and tangibles”. Additionally, they pointed out that among the five dimensions, “reliability” it has been reported to be one of the most important factors.
According to Gronroos (1983), patients make their service’s assessments based on the practical and functional elements, those involves: how, why, who and when (complies with the delivery provision)
On Rohini and Mahadevappa (2006) research, they tested SERVQUAL framework in hospitals in India. They acquired the perceptions of both the patients and from the hospital management team. At the end of their research they had pointed out that there was an overall gap between patient’s perceptions as well as expectations and what management’s perception of what patient’s perceptions and expectations
…show more content…
There were concerns regarding in terms of expectations and the significance of the ‘‘gap’’ as a way of measuring quality. Additionally, when the SERVQUAL dimensions became just five it has been reported a generalisation through the different types of services. Cronin and Taylor (1992) they created the SERVPREF scale base on the SERVQUAL, they believed that the latter was creating confusions regarding the customers satisfaction levels as the five detentions of the model should not be measured separately but as one element. Also, core elements such as price and access were mistreated in taking consideration on satisfaction level (Cronin & Taylor 1992; Karassavidou et al.
If patients constantly have to wait an excessive amount of time they will either leave before they receive care or could end up becoming sicker as a result. Donabedian’s three-element model structure, process and outcome have become the gold standard for defining quality measurement (Varkey, 2010). Structure relates to the health care setting, which includes the hospital policies, procedures and design. Process evaluates if the right actions were taken for an intended outcome and how well the actions were executed to achieve the outcome. Outcome focuses on the patient, it measures the patient’s condition, behavior, and response to or satisfaction with care (Varkey, 2010). Although each of these measures focus on different areas, they indicate areas that need improvement. Also, the measurement from structure and process plays an important role in the patient’s outcome. If the hospital has the right staff, equipment and
...g the criteria noted above in the checklists proved in Houser (2015). It has been noted with evaluation that it appears to have the components of adequate criteria for being a credible source and having credible authors. The design of being a qualitative study has been evaluated and contains most of the components of the noted checklist. There are ethical issues that are well documented and weighed. The problem statement and purpose statement have been noted and the literature review was evaluated thoroughly. The sampling strategy is purposeful and explained in depth. The study was compared and is noted that its methods are of trustworthy quality. To optimize EBP is the ultimate goal in conducting a study of this nature. It has been shown that there is a significant amount of knowledge obtained from the study and there is a probable use for this information.
This study was Accepted: May 28th 2013, Published: July 10 2013, and Reviewed: April 2, 2013 so it is up to date. The information has not been revised because it is new however it has been reviewed. The information is completely current. All of the links and contact information are functional and up to date.
Decisions made by healthcare managers concentrate on ensuring patient’s appropriate cares and effective services possible, as well as, on addressing achievement o...
The literature review and the research process use both Appendix A and Appendix B to understand how to chose the research topic and plan the research. Throughout the literature se...
Furthermore, the popular press article offered three scholar views that did not agree with the research articles findings. These views offered a limited explanation of their disagreement and offered questionable support. For example Hurley (2012) cites Engle as identifying methodological weaknesses with the research and finding results that did not suppor Jaeggi and colleagues (2008) findings. However, the author failed to identity the specific methodological weakness and instead stated many of these have been addressed in successive articles. Overall the article presents a fair evaluation of the two sides of the
The literature review is important to find credible, reliable, and relevant sources that fit the research problem. “To achieve its purpose, the literature review may examine issues of theory, methodology, policy, and evaluation that relate to the effectiveness of a policy or intervention” (Krysik & Finn, 2013, p.66). Annotated bibliographies and abstracts also provide information about different sources and this can be helpful for evaluating sources when doing a literature review. “An annotated bibliography includes a summary or evaluation of each of the sources” and when writing one it can help to establish if the sources used are relevant and apply to the research topic that is being investigated. (Stacks, Karper, Bisignani, & Brizee, 2013).
Patient satisfaction is a very important indicator that is used to measure the overall quality of healthcare. It generally affects the clinical outcomes, retention of patients and helps in handling any claims of malpractice in the health sector. This therefore makes patient satisfaction the best measure in terms if the effectiveness and efficiency in delivering quality healthcare. Apart from measuring the individual performance of individual practitioners, it also provides an in-depth evaluation of the overall performance of the medical centers. Further, the surveys on patient performance provide the best platform for engaging in measures and practices of improving service delivery. The result is happy and equally satisfied clients who immensely
The authors of this article have outlined the purpose, aims, and objectives of the study. It also provides the methods used which is quantitative approach to collect the data, the results, conclusion of the study. It is important that the author should present the essential components of the study in the abstract because the abstract may be the only section that is read by readers to decide if the study is useful or not or to continue reading (Coughlan, Cronin, and Ryan, 2007; Ingham-Broomfield, 2008 p.104; Stockhausen and Conrick, 2002; Nieswiadomy, 2008 p.380).
We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt
...the data did not involve member checking thus reducing its robustness and enable to exclude researcher’s bias. Although a constant comparative method was evident in the discussion which improved the plausibility of the final findings. Themes identified were well corroborated but not declared was anytime a point of theoretical saturation Thus, the published report was found to be particularly strong in the area of believability and dependability; less strong in the area of transferability; and is weak in the area of credibility and confirmability, although, editorial limitations can be a barrier in providing a detailed account (Craig & Smyth, 2007; Ryan, Coughlan, & Cronin, 2007).
Patients should receive the care they need, which should be effective, and does not bring any harm to them. Care that is not necessary for a patient should never be given to them. Patients receiving unnecessary care only leads to waste and increased risks of side effects. There are three (3) aspects that represent a basis to define the measure quality of care from the health system’s perspective. They are effectiveness, appropriateness, and safety of care. In addition, from the patient’s perspective another aspect is fundamental. This is the patient being satisfied with the care they received and the way the healthcare system is organized, which includes choice of services, financing mechanism and cost. Evaluating and improving the quality of care is the main role in any health care system. Stewardship, one of the functions of the health system framed in the WHO health systems framework includes performance assessment and consumer protection. The way this
Parasuranman, A. Z. and Berry, L.L. 1991. 'Refinement and reassessment of the SERVQUAL scale'. Journal of Retailing.67 (4), 420-450.
Integrative research review process developed by Cooper was used for this systematic review. This process includes five major stages: Problem formulation, Data collection, Data evaluation, Analysis and interpretation, and Public presentation (Cooper, 1982).
The process of completeing my research task taught me many valuable lessons. In compiling the literature review I learnt how to filter information, as well as how to use citations. The method and results section showed me how to transfer information from labels into suitable graphs and tables, in order to make comparisons and analysises. I learnt how to critically examine graphs and tables, and draw accurate and educated conclusions when completing the discussion section. Through this project, I also realised the importance of reflecting back on any limitations encountered inorder to learn from your mistakes, and find improvements for further research. In addition, I learnt how to reference sources correctly.