Publication Date: 2024/03/07
Abstract: This study aims to identify and generalize the variety of determinants of healthcare service quality and their influence based on the analyzed papers published in journals of the two most cited databases, Scopus and Web of Science, within the time frame 2020-2023. To achieve the aim of this study, a systematic review methodology was applied following the requirements of PRISMA. Based on the research and content analysis of the identified papers, 45 publications were selected as the dataset for this study. This analysis allowed us to identify the main determinants of healthcare service quality from various perspectives, including hospital management and efficiency, service encounters, trust, loyalty, satisfaction and gratitude, patient citizenship behavior, social capital, and value chain creation.
Keywords: Healthcare Service Quality; Trust; Loyalty; Satisfaction; Gratitude; Social Capital.
DOI: https://doi.org/10.5281/zenodo.10792784
PDF: https://ijirst.demo4.arinfotech.co/assets/upload/files/IJISRT24FEB1581.pdf
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