Health Care Service Quality: The Importance of Consumer Perceptions

Published on Jan 1, 2015
· DOI :10.1007/978-3-319-17046-6_76
Joby John9
Estimated H-index: 9
(Bentley University),
Allan R. Miller2
Estimated H-index: 2
(Bentley University)
Faced with declining occupancy rates, increasing competition, and rising costs, the need for cost containment measures has forced health care administrators to become keenly aware of the need to monitor the quality of their services. Yet, most of the quality assurance programs instituted in health care organizations ignore the importance of patient perceptions of the quality of the health care they receive. This paper argues that despite the patient’s ignorance of the technical complexities of health care services, their perceptions are, nevertheless, very important. As a first step towards understanding patient-perceptions of health care quality, a definition of perceived quality in health care consumption is offered. In addition, directions for future research are also suggested
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