Volume : 09, Issue : 03, March – 2021
20.PATIENT PERCEPTION ABOUT QUALITY OF SERVICES PROVIDED BY PHYSICAL THERAPIST: A CROSS SECTIONAL STUDY
Dr Iram Iqbal, Dr Mahnoor Ch., Dr Khadija Shareef, Dr Humaira Qaisrani, Dr Saman Khalid, Dr Komal Razaq
Abstract :
Background: Patient’s satisfaction can be one of the most important indicator about the quality of service. The purpose of this Research is to investigate patient’s attitude towards service quality and its impact on their expectations. Quality of service defined as an overall judgment of service attitudes related to patient satisfaction. The scale usually used to measure quality of service is SERVQUAL.
Objective: current study aimed to identify the service quality level provided by the physical therapy centers.
Material and method:
A total sample of 102 male and female patients will be selected. All the data are obtained by using a self-reported questionnaire. SERVQUAL (service quality) questionnaire.
Outcome measures: Data will be calculated by assessing patient response through SERVQUAL (service quality) questionnaire.
Key words: Quality, patient’s perception, services, physical therapy.
Cite This Article:
Please cite this article in press Iram Iqbal et al, Patient Perception About Quality Of Services Provided By Physical Therapist: A Cross Sectional Study., Indo Am. J. P. Sci, 2021; 08(03).
Number of Downloads : 10
References:
1. Al Azmi, N., et al. 2012. Patients attitudes toward service quality and its impact on their satisfaction in physical therapy in KSA hospitals. European Journal of Social Sciences, 34(2), PP300-14.
2. Almeida, R. S., Nogueira, L. A. & Bourliataux-Lajoine, S. 2013. Analysis of the user satisfaction level in a public physical therapy service. Brazilian journal of physical therapy, 17(4), PP 328-35.
3. Babakus, E. & Mangold, W. G. 1992. Adapting the SERVQUAL scale to hospital services: an empirical investigation. Health services research, 26(6), PP 767.
4. Behdioğlu, S., Acar, E. & Burhan, H. A. 2019. Evaluating service quality by fuzzy SERVQUAL: A case study in a physiotherapy and rehabilitation hospital. Total Quality Management & Business Excellence, 30(3-4), PP 301-19.
5. Berry, L. L., et al. 1994. Improving Service Quality in America: Lessons Learned [and Executive Commentary]. The Academy of Management Executive (1993-2005), PP 32-52.
6. Burroughs, T. E., et al. 2004. Development and Validation of the Diabetes Quality of Life Brief Clinical Inventory. Diabetes Spectrum, 17(1), PP 41-9.
7. Carman, J. M. 2000. Patient perceptions of service quality: combining the dimensions. Journal of services marketing, 14(4), PP 337-52.
8. Cleary, P. D. & Mcneil, B. J. 1988. Patient satisfaction as an indicator of quality care. Inquiry, PP 25-36.
9. Davis-Sramek, B., et al. 2009. Creating commitment and loyalty behavior among retailers: what are the roles of service quality and satisfaction? Journal of the Academy of Marketing Science, 37(4), PP 440.
10. De Man, S., et al. 2002. Patients’ and personnel’s perceptions of service quality and patient satisfaction in nuclear medicine. European Journal of nuclear medicine and molecular imaging, 29(9), PP 1109-17.
11. Göb, R., Mccollin, C. & Ramalhoto, M. F. 2007. Ordinal methodology in the analysis of Likert scales. Quality & Quantity, 41(5), PP 601-26.
12. Goldstein, M. S., Elliott, S. D. & Guccione, A. A. 2000. The development of an instrument to measure satisfaction with physical therapy. Physical therapy, 80(9), PP 853-63.
13. Grover, S., Agrawal, V. & Khan, I. 2004. A digraph approach to TQM evaluation of an industry. International Journal of Production Research, 42(19), PP 4031-53.
14. Güllü, Ö., et al. 2017. Evaluation of expected and perceived of quality of service with the SERVQUAL scale: The case of a private physical therapy and rehabilitation center. Biomedical Research, 28(2).
15. Kammerlind, P., Dahlgaard, J. J. & Rutberg, H. 2004. Climate for improvement and the effects on performance in Swedish healthcare—a survey in the county council of Östergötland. Total Quality Management & Business Excellence, 15(7), PP 909-24.
16. Kim, Y.-K., et al. 2008. A study on medical services quality and its influence upon value of care and patient satisfaction–Focusing upon outpatients in a large-sized hospital. Total Quality Management, 19(11), PP 1155-71.
17. Lonial, S., et al. 2010. An evaluation of SERVQUAL and patient loyalty in an emerging country context. Total Quality Management, 21(8), PP 813-27.
18. Matei, A. & Săvulescu, C. 2011. CONVERGENCE OF POLICIES FOR PROMOTING TOTAL QUALITY MANAGEMENT IN THE PUBLIC ADMINISTRATIONS OF BALKAN STATES–EUROPEAN UNION MEMBER STATES. European Administrative Space-Balkan realities, PP 144.
19. Mcalexander, J. H., Kaldenberg, D. O. & Koenig, H. F. 1994. Service quality measurement. Journal of health care marketing, 14(3), PP 34-40.
20. Naik, C. K., Gantasala, S. B. & Prabhakar, G. V. 2010. Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European journal of social sciences, 16(2), PP 231-43.
21. Oberst, M. T. 1984. Patients’ perceptions of care: Measurement of quality and satisfaction. Cancer, 53(PP 2366-73.
22. Pakdil, F. & Harwood, T. N. 2005. Patient satisfaction in a preoperative assessment clinic: an analysis using SERVQUAL dimensions. Total Quality Management & Business Excellence, 16(1), PP 15-30.
23. Parasuraman, A., Berry, L. L. & Zeithaml, V. A. 1991. Refinement and reassessment of the SERVQUAL scale. Journal of retailing, 67(4), PP 420.
24. Prajogo, D. I. & Cooper, B. K. 2010. The effect of people-related TQM practices on job satisfaction: a hierarchical model. Production Planning and Control, 21(1), PP 26-35.
25. Psychogios, A. G. & Wilkinson, A. 2007. Exploring TQM awareness in the Greek national business context: between conservatism and reformism cultural determinants of TQM. The International Journal of Human Resource Management, 18(6), PP 1042-62.
26. Sangüesa, M., Mateo, R. & Ilzarbe, L. 2007. How hospitals choose a quality management system: relevant criteria in large Spanish hospitals. Total Quality Management, 18(6), PP 613-30.
27. Sinclair, S., et al. 2017. Sympathy, empathy, and compassion: A grounded theory study of palliative care patients’ understandings, experiences, and preferences. Palliative medicine, 31(5), PP 437-47.
28. Sofaer, S. & Firminger, K. 2005. Patient perceptions of the quality of health services. Annual review of public health, 26(
29. Sureshchandar, G., Rajendran, C. & Anantharaman, R. 2002. The relationship between service quality and customer satisfaction–a factor specific approach. Journal of services marketing, 16(4), PP 363-79.
30. Wu, W.-Y., Hsiao, S.-W. & Kuo, H.-P. 2004. Fuzzy set theory based decision model for determining market position and developing strategy for hospital service quality. Total Quality Management & Business Excellence, 15(4), PP 439-56.
31. Yusuf, Y., Gunasekaran, A. & Dan, G. 2007. Implementation of TQM in China and organisation performance: an empirical investigation. Total quality management, 18(5), PP 509-30.
2. Almeida, R. S., Nogueira, L. A. & Bourliataux-Lajoine, S. 2013. Analysis of the user satisfaction level in a public physical therapy service. Brazilian journal of physical therapy, 17(4), PP 328-35.
3. Babakus, E. & Mangold, W. G. 1992. Adapting the SERVQUAL scale to hospital services: an empirical investigation. Health services research, 26(6), PP 767.
4. Behdioğlu, S., Acar, E. & Burhan, H. A. 2019. Evaluating service quality by fuzzy SERVQUAL: A case study in a physiotherapy and rehabilitation hospital. Total Quality Management & Business Excellence, 30(3-4), PP 301-19.
5. Berry, L. L., et al. 1994. Improving Service Quality in America: Lessons Learned [and Executive Commentary]. The Academy of Management Executive (1993-2005), PP 32-52.
6. Burroughs, T. E., et al. 2004. Development and Validation of the Diabetes Quality of Life Brief Clinical Inventory. Diabetes Spectrum, 17(1), PP 41-9.
7. Carman, J. M. 2000. Patient perceptions of service quality: combining the dimensions. Journal of services marketing, 14(4), PP 337-52.
8. Cleary, P. D. & Mcneil, B. J. 1988. Patient satisfaction as an indicator of quality care. Inquiry, PP 25-36.
9. Davis-Sramek, B., et al. 2009. Creating commitment and loyalty behavior among retailers: what are the roles of service quality and satisfaction? Journal of the Academy of Marketing Science, 37(4), PP 440.
10. De Man, S., et al. 2002. Patients’ and personnel’s perceptions of service quality and patient satisfaction in nuclear medicine. European Journal of nuclear medicine and molecular imaging, 29(9), PP 1109-17.
11. Göb, R., Mccollin, C. & Ramalhoto, M. F. 2007. Ordinal methodology in the analysis of Likert scales. Quality & Quantity, 41(5), PP 601-26.
12. Goldstein, M. S., Elliott, S. D. & Guccione, A. A. 2000. The development of an instrument to measure satisfaction with physical therapy. Physical therapy, 80(9), PP 853-63.
13. Grover, S., Agrawal, V. & Khan, I. 2004. A digraph approach to TQM evaluation of an industry. International Journal of Production Research, 42(19), PP 4031-53.
14. Güllü, Ö., et al. 2017. Evaluation of expected and perceived of quality of service with the SERVQUAL scale: The case of a private physical therapy and rehabilitation center. Biomedical Research, 28(2).
15. Kammerlind, P., Dahlgaard, J. J. & Rutberg, H. 2004. Climate for improvement and the effects on performance in Swedish healthcare—a survey in the county council of Östergötland. Total Quality Management & Business Excellence, 15(7), PP 909-24.
16. Kim, Y.-K., et al. 2008. A study on medical services quality and its influence upon value of care and patient satisfaction–Focusing upon outpatients in a large-sized hospital. Total Quality Management, 19(11), PP 1155-71.
17. Lonial, S., et al. 2010. An evaluation of SERVQUAL and patient loyalty in an emerging country context. Total Quality Management, 21(8), PP 813-27.
18. Matei, A. & Săvulescu, C. 2011. CONVERGENCE OF POLICIES FOR PROMOTING TOTAL QUALITY MANAGEMENT IN THE PUBLIC ADMINISTRATIONS OF BALKAN STATES–EUROPEAN UNION MEMBER STATES. European Administrative Space-Balkan realities, PP 144.
19. Mcalexander, J. H., Kaldenberg, D. O. & Koenig, H. F. 1994. Service quality measurement. Journal of health care marketing, 14(3), PP 34-40.
20. Naik, C. K., Gantasala, S. B. & Prabhakar, G. V. 2010. Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European journal of social sciences, 16(2), PP 231-43.
21. Oberst, M. T. 1984. Patients’ perceptions of care: Measurement of quality and satisfaction. Cancer, 53(PP 2366-73.
22. Pakdil, F. & Harwood, T. N. 2005. Patient satisfaction in a preoperative assessment clinic: an analysis using SERVQUAL dimensions. Total Quality Management & Business Excellence, 16(1), PP 15-30.
23. Parasuraman, A., Berry, L. L. & Zeithaml, V. A. 1991. Refinement and reassessment of the SERVQUAL scale. Journal of retailing, 67(4), PP 420.
24. Prajogo, D. I. & Cooper, B. K. 2010. The effect of people-related TQM practices on job satisfaction: a hierarchical model. Production Planning and Control, 21(1), PP 26-35.
25. Psychogios, A. G. & Wilkinson, A. 2007. Exploring TQM awareness in the Greek national business context: between conservatism and reformism cultural determinants of TQM. The International Journal of Human Resource Management, 18(6), PP 1042-62.
26. Sangüesa, M., Mateo, R. & Ilzarbe, L. 2007. How hospitals choose a quality management system: relevant criteria in large Spanish hospitals. Total Quality Management, 18(6), PP 613-30.
27. Sinclair, S., et al. 2017. Sympathy, empathy, and compassion: A grounded theory study of palliative care patients’ understandings, experiences, and preferences. Palliative medicine, 31(5), PP 437-47.
28. Sofaer, S. & Firminger, K. 2005. Patient perceptions of the quality of health services. Annual review of public health, 26(
29. Sureshchandar, G., Rajendran, C. & Anantharaman, R. 2002. The relationship between service quality and customer satisfaction–a factor specific approach. Journal of services marketing, 16(4), PP 363-79.
30. Wu, W.-Y., Hsiao, S.-W. & Kuo, H.-P. 2004. Fuzzy set theory based decision model for determining market position and developing strategy for hospital service quality. Total Quality Management & Business Excellence, 15(4), PP 439-56.
31. Yusuf, Y., Gunasekaran, A. & Dan, G. 2007. Implementation of TQM in China and organisation performance: an empirical investigation. Total quality management, 18(5), PP 509-30.