Service-quality dimensions are controversial and they continue to debate about the factors (also called determinants) and indicators (also called criteria). Service quality still constitutes an undecided critical issue. This gives rise to challenges as far as the improvement of healthcare service-quality is concerned, and there Ethiopia is no exception. The main objective of this study is to identify the factors that affect the quality of healthcare services in Ethiopia. This study used a qualitative research design. The study was initially investigated through a comprehensive review of the extant literature regarding factors and indicators of healthcare service quality. Then focus-group discussions and panel of experts were conducted for confirming the indicators identified and also exploring additional indicators as per the Ethiopian context. Lastly, indicators were grouped in to factors. Three hospitals administered by the Federal Ministry of Health, Ethiopia, namely, St. Paul‟s, Tikur Anbessa and ALERT hospitals. Managers, healthcare providers, patients and support staff were participated in the study. This study came up with 60 indicators, 36 indicators were generated from the literature review, and the rest were added by the focus groups and the panel of experts. The panel of experts grouped these indicators into 6 factors, namely tangibles, technical quality, personal care, assurance, medical-administration procedures, and reliability. The factors and indicators of factors identified in this study were the unique characteristics of the healthcare services in Ethiopia. It could also be a basis for every country and even a basis for every organization in the developing world.
| Published in | Science Journal of Business and Management (Volume 9, Issue 3) |
| DOI | 10.11648/j.sjbm.20210903.15 |
| Page(s) | 186-196 |
| Creative Commons |
This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited. |
| Copyright |
Copyright © The Author(s), 2021. Published by Science Publishing Group |
Healthcare Service Quality, Factors, Indicators of Factors, SERVQUAL, SERVPERF
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APA Style
Berhanu Endeshaw. (2021). Factors that Affect the Quality of Healthcare Services in Ethiopia. Science Journal of Business and Management, 9(3), 186-196. https://doi.org/10.11648/j.sjbm.20210903.15
ACS Style
Berhanu Endeshaw. Factors that Affect the Quality of Healthcare Services in Ethiopia. Sci. J. Bus. Manag. 2021, 9(3), 186-196. doi: 10.11648/j.sjbm.20210903.15
AMA Style
Berhanu Endeshaw. Factors that Affect the Quality of Healthcare Services in Ethiopia. Sci J Bus Manag. 2021;9(3):186-196. doi: 10.11648/j.sjbm.20210903.15
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Download@article{10.11648/j.sjbm.20210903.15,
author = {Berhanu Endeshaw},
title = {Factors that Affect the Quality of Healthcare Services in Ethiopia},
journal = {Science Journal of Business and Management},
volume = {9},
number = {3},
pages = {186-196},
doi = {10.11648/j.sjbm.20210903.15},
url = {https://doi.org/10.11648/j.sjbm.20210903.15},
eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20210903.15},
abstract = {Service-quality dimensions are controversial and they continue to debate about the factors (also called determinants) and indicators (also called criteria). Service quality still constitutes an undecided critical issue. This gives rise to challenges as far as the improvement of healthcare service-quality is concerned, and there Ethiopia is no exception. The main objective of this study is to identify the factors that affect the quality of healthcare services in Ethiopia. This study used a qualitative research design. The study was initially investigated through a comprehensive review of the extant literature regarding factors and indicators of healthcare service quality. Then focus-group discussions and panel of experts were conducted for confirming the indicators identified and also exploring additional indicators as per the Ethiopian context. Lastly, indicators were grouped in to factors. Three hospitals administered by the Federal Ministry of Health, Ethiopia, namely, St. Paul‟s, Tikur Anbessa and ALERT hospitals. Managers, healthcare providers, patients and support staff were participated in the study. This study came up with 60 indicators, 36 indicators were generated from the literature review, and the rest were added by the focus groups and the panel of experts. The panel of experts grouped these indicators into 6 factors, namely tangibles, technical quality, personal care, assurance, medical-administration procedures, and reliability. The factors and indicators of factors identified in this study were the unique characteristics of the healthcare services in Ethiopia. It could also be a basis for every country and even a basis for every organization in the developing world.},
year = {2021}
}
TY - JOUR T1 - Factors that Affect the Quality of Healthcare Services in Ethiopia AU - Berhanu Endeshaw Y1 - 2021/07/15 PY - 2021 N1 - https://doi.org/10.11648/j.sjbm.20210903.15 DO - 10.11648/j.sjbm.20210903.15 T2 - Science Journal of Business and Management JF - Science Journal of Business and Management JO - Science Journal of Business and Management SP - 186 EP - 196 PB - Science Publishing Group SN - 2331-0634 UR - https://doi.org/10.11648/j.sjbm.20210903.15 AB - Service-quality dimensions are controversial and they continue to debate about the factors (also called determinants) and indicators (also called criteria). Service quality still constitutes an undecided critical issue. This gives rise to challenges as far as the improvement of healthcare service-quality is concerned, and there Ethiopia is no exception. The main objective of this study is to identify the factors that affect the quality of healthcare services in Ethiopia. This study used a qualitative research design. The study was initially investigated through a comprehensive review of the extant literature regarding factors and indicators of healthcare service quality. Then focus-group discussions and panel of experts were conducted for confirming the indicators identified and also exploring additional indicators as per the Ethiopian context. Lastly, indicators were grouped in to factors. Three hospitals administered by the Federal Ministry of Health, Ethiopia, namely, St. Paul‟s, Tikur Anbessa and ALERT hospitals. Managers, healthcare providers, patients and support staff were participated in the study. This study came up with 60 indicators, 36 indicators were generated from the literature review, and the rest were added by the focus groups and the panel of experts. The panel of experts grouped these indicators into 6 factors, namely tangibles, technical quality, personal care, assurance, medical-administration procedures, and reliability. The factors and indicators of factors identified in this study were the unique characteristics of the healthcare services in Ethiopia. It could also be a basis for every country and even a basis for every organization in the developing world. VL - 9 IS - 3 ER -
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