Literature review for service quality

Literature review for service quality

Literature Review On Quality Of Service Words | 6 Pages. 2. LITERATURE REVIEW Quality of Service The quality of service is the ability of the company to provide something that is beneficial to the customer and can deliver something that is in line with the customer's expectations so that it will create a feeling of pleasure and feel comfortable to the customer (Ali Hasan, 91 Literature Review On Service Quality Of Hdfc Bank. write, don't worry. We can help with that too, crafting a course paper, a dissertation, etc. No matter what the type, the size, and the complexity of the paper are, it will be deeply researched and well-written. We also work with all academic areas, so even if you need something written for an The research question which is addressed is service quality in restaurants, to which the literature review would focus to wherever necessary, with wide areas of service quality in general being looked into. Service Quality is not only an object of wide interest among organizations, but also is a topic that is widely discussed by researchers

A Systematic Literature Review of Quality Management Initiatives in Dental Clinics

Try out PMC Labs and tell us what you think. Learn More. noce nasirc. noce sihc, literature review for service quality. By considering the recently proposed definitions and metrics, oral healthcare quality management OHQM emerges as a distinct field in the wider healthcare area.

The goal of this paper is to systematically review quality management initiatives QMIs implementation by dental clinics. The research methodology approach is a review of 72 sources that have been analyzed using the Context—Intervention—Mechanism—Outcome Framework CIMO. The analysis identifies five mechanisms that explain how quality management initiatives are implemented by dental literature review for service quality. The simplest QMIs implementations are related to 1 overall quality.

The next ones, in terms of complexity, are related to 2 patient satisfaction, 3 service quality, 4 internal processes improvement, and 5 business outcomes. This paper is the first attempt to provide a critical review of this topic and represents an important advancement by providing a theoretical framework that explains how quality management is implemented by practitioners in this field.

The results can be used by scholars for advancing their studies related to this emerging research area and by healthcare managers in order to literature review for service quality implement their quality management initiatives.

This paper has been developed considering the emergence of literature review for service quality healthcare quality management OHQM as a distinct field of research in the wider medicine quality management area.

We also present our research question within the final paragraph of this section. The implementation of quality management initiatives in general healthcare organizations has been analyzed in various papers since quality has surpassed in importance the costs of the service [ 1 ].

While initially, QMIs were observed in healthcare by considering a more general approach [ 1 ], lately, this field has diversified, and more narrow research areas have emerged. The adoption of quality management models, such as the Malcolm Baldrige Quality Award criteria, the European Foundation Quality Management Excellence Model, and the chronic care model, has initially been an important approach, especially for hospitals [ 2 ].

In these cases, adoption efforts and QMIs were extensive, and although they affected the whole system, the results of these interventions were limited [ 2 ].

Later, the adoption of total quality management TQM has been observed as challenging [ 3 ], while the six sigma model led to good results related to costs, satisfaction, and resource utilization [ 4 ]. In a comparison of the use and the effectiveness of quality management methodologies in surgical healthcare [ 5 ], it was revealed that the most used ones are: continuous quality improvement, six sigma, TQM, plan—do—study—act or plan—do—check—act, statistical process or quality control, lean, and lean six sigma.

Operations management techniques used in the healthcare industry, such as VSM visual stream mapping and standardization of work and visual management, are also recognized as widely used techniques [ 6 ]. More narrow analyses deal with the adoption of specific quality management tools in the healthcare industry. A simple Kano model is recognized as very hard to be used in healthcare since there are many variations regarding customer needs and preferences concerning different types of care provided by healthcare providers [ 7 ].

The use of SERVQUAL in healthcare services for assessing their quality has also been tested, revealing the importance of promptness of response received by patients, cleanliness and hygiene, and empathy of doctors and employees as main areas of quality perceived by patients [ 8 ]. Oral health is literature review for service quality as an important determinant for overall health and well-being, and from a statistical point of view, it can be associated with physical, mental, and general health, energy levels, work limitation, depression, and appetite [ 9 ].

It is estimated that dental diseases accounted worldwide in for USD Oral healthcare is different from general care, being characterized by: regular and asymptomatically participation of patients, primarily surgical nature, associations with pain and anxiety, and primarily cosmetic and secondarily disease treatment nature [ 11 ]. Moreover, literature review for service quality, dental practitioners pay their own wages by the number of patients and interventions they make and are involved in commercial activities, with the dental patient adopting customer rather than patient attitudes [ 11 ].

Though these obvious differences exist, OHQM has adopted in time practices previously used in general medicine quality management. Much of the recent research concerning OHQM is focused on the development of concepts and defining quality. Much of the research is associated with defining quality in this field. It is recognized that quality in oral healthcare is poorly defined in comparison to quality in general medicine [ 11121314 ], and that the lack of a generally accepted definition and measurement of oral healthcare quality blocks its development [ 111516 ].

A working definition for quality of oral healthcare has been proposed, including seven domains patient safety, timeliness, patient-centeredness, equitability, efficiency, effectiveness, and accessibility and 30 items [ 19 ]. Other conceptual contributions for OHQM target the introduction of adequate sets of measures [ 121315 ], as well as the establishment of specific goals relevant only for OHQM which should be generally accepted by practicians, thus providing a unified definition of quality management [ 111213 ].

Efficiency costs related aspectsand equity are poorly considered. Secondly, besides these conceptual papers, there are papers and sources that bring evidence that quality management in oral healthcare is transposed into regional and national standards of initial education and continuing professional development of dental professionals [ 20 ]. OHQM is literature review for service quality presented as an activity governed by the state, multinational bodies such as the European Union, or professional associations [ 14 ], which establish policies such as the Quality in Dentistry policy proposed by the FDI World Dental Federation [ 21 ].

Finally, there are papers that analyze the context and the results of quality management practices adoption in healthcare. These results are contradictory. Contextual factors such as leadership, organizational culture, data infrastructure and information systems, high experience in QMI implementation [ 25 ], but also human resources involvement and their knowledge [ 26 ] are recognized as important factors affecting the success of quality management implementation in healthcare.

The lack of a systemic approach and the adoption of rather microsystemic improvements have been regarded as sources for the lack of success in the case of QMIs in healthcare [ 27 ]. After considering the existing OHQM data available in the scientific literature, it is obvious that research in this field is at its beginnings, being mostly concerned with defining quality and establishing metrics, literature review for service quality.

We take this one step further with this systematic literature review and answer the following question: how do dental clinics implement QMIs, as reported by the literature?

In order to answer this question, we analyze empirical papers that present QMIs in dental clinics by considering a system design approach—the CIMO Framework proposed by Denyer et al. This approach is capable of explaining when and why context—Chow intervention—Iand with what results outcome—O dental clinics implement specific QMIs.

Moreover, literature review for service quality, this framework targets the identification of explanatory mechanisms regarding how different dental clinics combine C, I, and O.

The main result of such an analysis is a theoretical framework that aggregates and explains the QMIs already implemented in practice, this framework being an important input for further advancements in the field. The literature review follows the methodology proposed by Tranfield et al. This methodology is commonly used within management literature, being similar to the one detailed within the PRISMA declaration for medical research [ 31 ], since it has been developed considering previous methodologies developed in medical science [ 29 ].

Figure 1 describes the procedure we have followed, including the activities we undertook during each stage. The first step was to establish the goal of the review, and that all articles and case studies covering dental clinics QMIs, published at all times, should be included in the review.

Later, a pilot search that led to the identification of 12 articles was conducted, this search being used to establish the search strategy and to identify the search terms. Two extended searches were performed in July in Web of Science—WoS database and August PubMed database. This search led to sources, out of which duplicates were removed, bringing the total to unique sources.

This search led to the identification of sources, out of which duplicates were removed, literature review for service quality, bringing the total to unique sources. These sources were later compared with those from WoS sources, and after excluding duplicates, unique studies were added to the WoS ones. Given the nature of the topic, which belongs both to the management and the medicine field, similar to other reviews, we have considered that the two searches in WoS and PubMed will provide the main relevant sources for our analysis.

WoS was chosen due to its comprehensiveness, as it includes a wide range of academic sources in the management field [ 32 ], while PubMed is the mostly used database for medical literature [ 33 ]. Moreover, relevant articles referenced in the previously selected articles have been included in our analysis in order to also cover grey literature, as further described.

Furthermore, three exclusion criteria were considered: E1 papers that focus only on a specific part pathology of dental treatment e. Each source was analyzed by two of the authors and, in case of doubt, the article was fully read and discussed until a common agreement was reached. The result of screening was eligible sources from both searches.

Three reviewers examined the content of these sources, with two reviewers evaluating each source, literature review for service quality. The same inclusion and exclusion criteria were used, 32 sources related to the WoS search and 20 related to the PubMed search being validated. After extracting the data from sources, 20 new articles, cited by initial sources, were also validated.

Therefore, 72 sources were used in this systematic literature review see Table 1. All researchers were involved in extracting information from all eligible sources using an online data collection template.

This template included metadata fields such as: authors, literature review for service quality, year of publication, title, literature review for service quality, publication title, item type journal article, book chapter, conference paper, reportmethodology type qualitative, quantitativemethodology research methods, OHQM focus primary or secondaryQMI geographical area, and relevant cited sources, literature review for service quality.

In management science, it has been previously used to capture how organizational and inter-organizational phenomena occur []. In comparison to the PICOS criteria which are used to identify components of clinical evidence for systematic reviews in evidence based medicine [ ], CIMO is mostly used for organizational design-oriented research synthesis [ 28 ]. The 72 selected sources were published between and Furthermore, 69 of the sources are journal articles, 2 are conference papers, and 1 literature review for service quality a report.

Additionally, 65 sources have quality management as their primary goal, the others having quality management as a secondary one. The least commonly used methods were the qualitative methods 15 sourcessuch as summarizing, categorizing, or interpreting interviews responses five sourcesfocus group discussions three sourcesand other qualitative methodologies eight sources. As stated by Denyer et al. The most common category of triggers of QMIs adoption is patient satisfaction, also mentioned as a more patient-centered oral healthcare, literature review for service quality the improvement of the patient—provider relationship 41 studies.

This result confirms the increasing importance placed by the patient [ 70 ], and that patient satisfaction generally has been accepted as an important element of OHQM [ 34 ]. The second most common category of expected benefits refers to the improvement of professional practice and organizational activities 33 studiesincluding the improvement of professional practice and the overall practice of clinics, reshaping dentist practice patterns, increasing awareness and the level of knowledge among dentists, improving the quality of the work environment, minimizing the time-consuming and stressful patient-search process, managing the quality of products and services delivered to the customer, confidentiality and security, increased opportunities for reusing electronic data for quality assurance and research, etc.

The third category, recognized in 32 studies, refers to more general triggers for dental organizations: improving the overall quality of care and health outcomes, improving access and reducing disparities in oral healthcare, etc. The fourth category of dental clinics expected benefits related to QMIs adoption, mentioned in 23 studies, is enhancing service quality of dental care, involving the improvement of the quality of delivered healthcare services, increasing the overall supply of dental services available, and encouraging utilization of dental health services, commitment to provide a high-quality service, achieving and ensuring good literature review for service quality quality to meet or exceed, delivering a more effective oral health service to residents, improving the service quality of care for homeless and vulnerably housed people, etc.

The evaluated studies use various instruments questionnaires, indicators, etc. In contrast, the least common category of interventions is the adoption of technology and digitization instruments.

Considered only by eight studies, this type of intervention included: the development of a prioritization system; a screening website that improves access to care for patients and assists in the matching of patients and students; use of electronic health records; evaluating the effectiveness of a pre-play communication instrument; shifting from a time-based to an item-based fee-paying system in order to improve patient satisfaction; introduction of an automated confirmation system of appointments, etc.

By considering the qualitative e. Another analysis we made regarding the outcomes focused on the dimension to which they refer. Overall quality and access to oral healthcare related outcomes proposals and real outcomes were reported in 47 cases.

The main contribution literature review for service quality by our systematic literature review, performed through the use of CIMO framework, is the highlight of the explanatory mechanisms for the phenomenon of QMIs. In our case, the mechanisms cover five areas: internal processes, patient satisfaction, service quality, overall quality, and business outcomes.

Internal processes improvement is the second most frequently encountered mechanism for QMIs 24 cases. The context ranges from the desire to improve the professional practice and the literature review for service quality practice of dental providers, to reshape dentist practice patterns, and improve the literature review for service quality of knowledge among dentists.

The most encountered category of interventions was the implementation and assessment of quality improvement projects, programs, and methods, literature review for service quality, due to the fact that this mechanism is more focused and specialized on clinical activities and management practices, and it included specific and unique initiatives that improve their practices [ 144564 ].

The majority of outcomes in this category are qualitative and imply ideas and recommendations for improving dental quality management and professional practices. An important part of outcomes is represented by qualitative and quantitative real outcomes, such as improved documentation [ 35 ], reduced waiting list [ 48 ], improved work environment [ 89 ], enhancement of interdisciplinary collaboration [ 66 ], and reduction in number of missed appointments [ 97 ].

Patient satisfaction is the most frequently encountered mechanism 25 cases. In this case, the context categories involve the need to increase patient satisfaction, more patient-centered oral health care, and the improvement of the patient—provider relationship. In this case, the majority of outcomes are qualitative, patient—customer-focused proposals, mainly emphasizing means to improve patient literature review for service quality and patient—provider relationship.

Nevertheless, some studies present real quantitative and qualitative patient satisfaction improvements [ 6365 ]. Service quality mechanism is encountered in 11 cases. The context, in this case, refers to some particular triggers: the improvement in the quality of delivered healthcare services, the increase in the overall supply of available dental services, and increasing and encouraging utilization of dental health services.

Why Literature Reviews are Important

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(PDF) A REVIEW OF SERVICE QUALITY MODELS | Rohaizat Baharun - blogger.com

The service management literature argues that customer satisfaction is the result of a customer’s perception of the value received in a transaction or relationship – where value equals perceived service quality relative to price and customer acquisition costs (see Blanchard and LITERATURE REVIEW Researchers believe that the service quality theory is based on the literature of customer satisfaction and product quality (Brady & Cronin, ). There are many service quality models but scientists are not of one mind about these models and measurements. Service quality has different dimensions regarding the various service Literature Review On Quality Of Service Words | 6 Pages. 2. LITERATURE REVIEW Quality of Service The quality of service is the ability of the company to provide something that is beneficial to the customer and can deliver something that is in line with the customer's expectations so that it will create a feeling of pleasure and feel comfortable to the customer (Ali Hasan, 91