Relationships among lean, service quality expectation and performance in hospitals
Purpose: The purpose of this study is to investigate the links between lean, service quality expectation (SQE) and service quality performance (SQP) in outpatient departments (OPD). Design/methodology/approach: The measurement instruments were developed from a comprehensive literature review, then v...
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th-mahidol.839782023-06-18T23:52:03Z Relationships among lean, service quality expectation and performance in hospitals Vanichchinchai A. Mahidol University Business, Management and Accounting Purpose: The purpose of this study is to investigate the links between lean, service quality expectation (SQE) and service quality performance (SQP) in outpatient departments (OPD). Design/methodology/approach: The measurement instruments were developed from a comprehensive literature review, then verified by experts and confirmatory factor analysis. Multiple responses were applied to improve the reliability of data obtained from 220 Thai hospitals. The hypotheses were tested with linear regression and path analysis of structural equation modeling. Findings: It was found that lean has significant positive impacts on all SQP dimensions (i.e. tangibility, reliability, responsiveness, assurance and empathy) and on overall SQP. SQE has significant positive direct effects on lean and SQP, and has a significant positive indirect effect on SQP through lean. Originality/value: This is one of the first examples of research to present insights into the relationships between lean, SQE and SQP in OPD. 2023-06-18T16:52:03Z 2023-06-18T16:52:03Z 2022-02-18 Article International Journal of Lean Six Sigma Vol.13 No.2 (2022) , 457-473 10.1108/IJLSS-11-2020-0210 20404174 20404166 2-s2.0-85110457214 https://repository.li.mahidol.ac.th/handle/123456789/83978 SCOPUS |
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Business, Management and Accounting Vanichchinchai A. Relationships among lean, service quality expectation and performance in hospitals |
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Purpose: The purpose of this study is to investigate the links between lean, service quality expectation (SQE) and service quality performance (SQP) in outpatient departments (OPD). Design/methodology/approach: The measurement instruments were developed from a comprehensive literature review, then verified by experts and confirmatory factor analysis. Multiple responses were applied to improve the reliability of data obtained from 220 Thai hospitals. The hypotheses were tested with linear regression and path analysis of structural equation modeling. Findings: It was found that lean has significant positive impacts on all SQP dimensions (i.e. tangibility, reliability, responsiveness, assurance and empathy) and on overall SQP. SQE has significant positive direct effects on lean and SQP, and has a significant positive indirect effect on SQP through lean. Originality/value: This is one of the first examples of research to present insights into the relationships between lean, SQE and SQP in OPD. |
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Mahidol University |
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Mahidol University Vanichchinchai A. |
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Vanichchinchai A. |
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Vanichchinchai A. |
title |
Relationships among lean, service quality expectation and performance in hospitals |
title_short |
Relationships among lean, service quality expectation and performance in hospitals |
title_full |
Relationships among lean, service quality expectation and performance in hospitals |
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Relationships among lean, service quality expectation and performance in hospitals |
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Relationships among lean, service quality expectation and performance in hospitals |
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relationships among lean, service quality expectation and performance in hospitals |
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2023 |
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https://repository.li.mahidol.ac.th/handle/123456789/83978 |
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