Care Redefined: A HELTHQUAL-Based Exploration of Public and Private Hospital Services

Abstract

The landscape of healthcare service quality evaluation has gained substantial attention in recent years, prompting the development of comprehensive assessment tools. The research seeks to enhance scholarly discussion by employing the HEALTHQUAL scale designed by D. Lee (2016), to assess and compare the service quality between private and public hospitals. The central objective of this study is to conduct comprehensive exploration of the landscape of healthcare service provision between private and public hospitals, two distinct categories within the healthcare sector.

Employing a cross-sectional research design, this study engaged in a meticulous examination of healthcare services. Utilizing a judgmental sampling technique, the researcher distributed a questionnaire to 200 respondents who possessed direct exposure to both private and public hospital services. The diligent data collection process yielded a substantial 186 responses, reflecting an impressive response rate of 93%.

Multiple regression analysis was used to assess the relationship between combined influence of empathy, tangible, safety quality aspects, efficiency quality aspects and improvements of care service. The findings of this research are anticipated to contribute substantively to both academic literature and practical healthcare management, ultimately fostering improved healthcare service quality and patient-centric care strategies in both private and public hospital contexts.