Service Performance of Health Care Organization: A Study on Laksham Upazilla, Cumilla, Bangladesh

Abstract

<p><em>Services are deeds, processes, and performances provided by one entity for another entity (Zeithaml, Bitner, Gremler, and Pandit, 2011). </em><em>The health services include </em><em>hos</em><em>pit</em><em>als, employees, </em><em>medical software, health equipment, pharmacy, etc. </em><em>The purpose of healthcare services is to protect and improve patient&rsquo;s physical and mental health. </em><em>With the result of technological advancement and increased demand of the people, health care sector&nbsp;is improving signi</em><em>ficant</em><em>ly in Bangladesh </em><em>including urban and rural areas. Service quality of health care institutions in every dimension has an important role in the satisfaction of patients. In this paper, the service performance of health care organization has been analyzed based on </em><em>the clusters of services (information, order-taking, consultation, hospitality, safe-keeping, exceptions, billing and payment).</em><em> The eight clusters displayed as petals surrounding the center as a flower, that is called the flower of services (Lovelock and Wirtz,2004). The objective of this study is to measure the service performance of health care organization. </em><em>The scope of this study confines to private health care institutions of Laksham Upazilla, Cumilla where the patients are seeking for the supplementary services besides the core services. Their concern is rising on the basis of the said flower of service. These factors influence directly or indirectly their decision. The respondents have been selected from Laksham, Nangolkoat, South Sadar, Monohorganj, and adjacent areas of Cumilla. The samples have been taken in convenient way and the size is 130. The inferential statistical tools have been used to analyze the level of patients&rsquo; satisfaction with respect to service quality of the studied health service providers in those areas. From the study, the various aspects of services quality of and performance of the selected areas have been assessed. Such aspects include appointment of doctors, immediate treatment, safekeeping, counseling, billing and payment procedures etc. In this regard, for the improvement of service quality, recommendations like connecting with the hospitals and doctors by website, availability of therapies and emergency services, billing and payment through online and mobile etc. may be replaced.</em><strong></strong></p>

Full Text: PDF