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Abstract
This research develops a specialized type of information system to monitor service quality in healthcare organizations. Service quality is defined as patients' perceptions of the services they receive from hospitals. SERVQUAL, an extensively used service quality measurement instrument, and its application in hospitals, is used to measure service quality in this research. More precisely, service quality is measured by the following five dimensions: (1) tangibles--physical facilities, equipment, and appearance of personnel; (2) reliability--ability to perform the promised service dependably and accurately; (3) responsiveness--willingness to help patients and provide prompt service; (4) assurance--knowledge and courtesy of employees and their ability to inspire trust and confidence; and (5) empathy--the caring, individualized attention the hospital provides its patients.
A prototype of quality management information system (QMIS) is developed using a Web database. In the prototype system, patients are asked to input their opinions from the Web, and managers can browse both current and historical service quality from a place where the Web is available. The diagnosis standard of service quality data is as follows: service quality is superior if it meets or exceeds the patients' desired service level; good ifit is between the patients' required adequate service and desired service levels; and bad if it is below the patients' required adequate service level.
A demonstration of QMIS in a Midwest hospital shows that the system is user-friendly and can help administrators to monitor and improve service quality in the hospital in a timely fashion.
