NEXUS OF SERVICE QUALITY DIMENSIONS AND PERFORMANCE OUTCOMES IN HEALTHCARE USING DATA ENVELOPMENT ANALYSIS

Abstract

There is increasing need in ensuring that service quality dimensions are directly linked with measurable performance output in service management. Therefore, effective operations management of health care service demand sensitivity to patients’ perceptions and interconnection of such perceptions to service outcomes in shaping strategic decisions. This study based on survey data from 163 respondents utilized data envelopment analysis methodology to evaluate users’ perceptions of process and structure attribute of healthcare service and interconnect these with performance dimensions of care facilities. Results of data analysis indicate 55.2% and 22% of the respondents are within the fringe of being efficiently served under the variable returns to scale and constant returns to scale assumptions respectively. It is evident that managerial effort is required to improve critical aspects of care: responsiveness, reliability and empathy dimensions. Enriched with the guide of DEA results it is suggested that management x-ray these service dimensions to unearth under-emphasis of their combinations and invest in the care environment. Strategies that raise health personnel’s concern and empathy for patients holds promise for improving service perceptions profile