The determinants of quality and satisfaction in the opinion of small medical service enterprises’ customers – the chosen problems

Dorota Klimecka-Tatar, Kamila Kowalik

Abstract


The objective of the article is to identify the determinants of service quality
and satisfaction in the opinion of small medical service enterprises’ customers. The first part contains literature review in the field of service quality and the satisfaction as its important factor. Afterwards, the results of empirical research have been presented. Anonymous survey was conducted among customers of small medical service enterprises. The questionnaire regarding the significance assessment of chosen determinants of satisfaction, which respondents made using Likert scale, indicated that particular factors influence the quality and satisfaction of medical service provided by small enterprises to a different extent.

Keywords


medical service; satisfaction; services; service quality

Full Text:

PDF

References


Golpek F., Service sector and technological development, Procedia- Social and BehavioralSciences 2015, vol. 181, 125-130.

Urban W., Definicje jakości usług- różnice oraz ich przyczyny, Problemy Jakości 2007, 3, 4-9.

Sharabi M., Managing and improving service quality, International Journal of Quality and Service Sciences 2013, vol. 5, no. 3, 309-320.

Seth N., Desmugh S.G., Vrat P., Service qualitymodels: a review, International Journal of Quality and Reliability Management 2015, vol. 22, no. 9, 913-949.

Smolarek M.,Wybrane aspekty rozwoju małych i średnich przedsiębiorstw, ZN WSH Zarządzanie, 2015, 3, 3-38.

Dietrich A., Kruger J.J., Long-Run Sectoral Development-Time Series Evidence For Germany Economy, Jena EconomicResearchPapers 2008, 013, 1-25.

Ejdys J., Kobylińska U., Lulewicz-Sas A, Zintegrowane systemy zarządzania jakością, środowiskiem i bezpieczeństwem pracy, Oficyna Wydawnicza Politechniki Białostockiej, Białystok 2012.

Kowalik K., Klimecka-Tatar D., Wpływ procesu obsługi klienta na kształtowanie funkcjonalnej jakości usług, [w:] Instrumenty doskonalenia w zarządzaniu, R. Ulewicz, P. Sygut (red.), Oficyna Wydawnicza SMJiP, Częstochowa 2016, 46-57.

Ramezani G.A., Feiz S., Baharun R., Service qualitymeasurements: a review, International Journal of AcademicResearch in Business and SocialSciences 2016, vol. 5, no. 2, 267-286.

Horbaczewski D., Filozoficzne źródła współczesnego pojmowania jakości, Problemy Jakości 2006, 10, 9-12.

Bielawa A., Postrzeganie i rozumienie jakości- przegląd definicji jakości, Studia i Prace Wydziału Nauk Ekonomicznych i Zarządzania 2011, 143-152.

Juhani A., Jussila K., Understanding quality- conceptualization of the fundamental concepts of quality, International Journal of Quality and Service Sciences 2017, vol. 9, no. 3/4, 251-268.

Jain P., Aggarval V., Service quality models: a review, BVIMSR’s Journal of Management Research 2015, vol. 7, no. 2, 126-136.

Lofgren M., Witell L., Gustafsson A., Theory of attractive quality and life cycles of quality attributes, The TQM Journal 2011, vol. 23, no. 2, 235-246.

Ganesh R., Haslinda A., Evoluation and conceptual development of service quality in service marketing and customer satisfaction, International Review of Management and Business Research 2014, vol. 3, no. 2, 1189-1197.

Kowalik K., Zarządzanie rozwojem małych przedsiębiorstw usługowych a satysfakcja klienta, [w:] Współczesne zarządzanie finansami- teoria i praktyka, A. Wójcik-Mazur, J. Łukomska-Szarek (red.), WydawnictwoWydziałuZarządzaniaPolitechnikiCzęstochowskiej, Częstochowa 2018, 19-28.

Kachniewska M., Modele jakości usług a specyfikacja produkty turystycznego, [w:] Turystyka w badaniach naukowych. Prace ekonomiczne WSIiZ, A. Nowakowska, M. Przydział (red.), Rzeszów 2006, 303-319.

Haffer R., Satysfakcja klienta i jej pomiar, [w:] Marketingowe testowanie produktów, S. Sudoł, J. Szymczak (red.), Wyd. PWN, Warszawa 2000,43-46.

Śmiatacz K., Badanie satysfakcji klientów na przykładzie rynku telefonii komórkowej w Polsce, Wyd. Uniwersytetu Technologiczno-Przyrodniczego w Bydgoszczy, Bydgoszcz 2012, 11-13.

Ahrholdt D.C., Gudergan S.P., Ringle C.M., Enhancing loyalty: When improving customer satisfaction and delight matters, Journal of Business Research 2019, vol. 94, 18-27.

Klementova J., Zavadsky J., Zavadska Z., The measurement and evaluation of the service qualitythroughcustomers ‘satisfaction’, ProcediaEconomis and Finance 2015, vol. 26, 126-130.

Ahrholdt D.C., Gudergan S.P., Ringle C.M., Enhancing service loyalty: The roles of delight, satisfaction, and service quality, Journal of Travel Research 2017, vol. 56, no. 4, 436-450.

Ladhari R., A review of twenty years of Servqual research, International Journal of Quality and Service Sciences 2009, vol. 1, no. 2, 172-198.

Yong Pil K., Kye-Wan K., Deok-Gyun Y., Exploration and Development of SERVQAL, Asian Journal of Quality 2003, vol. 4, no. 1, 116-130.

Kowalik K., Klimecka-Tatar D., Analysis and evaluation of service quality, quality improvement- case study, [w:] Quality Production Improvement. Production Engineering, R. Ulewicz, M. Ingaldi (red.), OficynaWydawniczaSMJiP, Częstochowa 2018, 92-102.

Sullivan G., ArtinoJr R., Analysis and interpreting data from Likert-type scales, Journal of Graduate Medical Education 2013, vol. 5, no. 4, 541-542.

Klimecka-Tatar D., Kowalik K., Brozova S., Service quality model based on the 4Q’s model and the system approach to service quality management, [w:] Proceeding of the 2nd International Conference Contemporary Issues in Theory and Practice of Management, M. Okręglicka, A. Korombel, A. Lemańska-Majdzik (red.), Wyd. WydziałuZarządzaniaPolitechnikiCzęstochowskiej, Częstochowa 2017, 236-243.




DOI: http://dx.doi.org/10.5281/zenodo.2539645

Refbacks

  • There are currently no refbacks.




Copyright (c) 2019 © The Author(s)

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Journal of Education, Health and Sport formerly Journal of Health Sciences

Declaration on the original version.

Editors indicates that the main version of the magazine is to issue a "electronic".

The journal has had 5 points in Ministry of Science and Higher Education parametric evaluation. § 8. 2) and § 12. 1. 2) 22.02.2019.

1223 Journal of Education, Health and Sport eISSN 2391-8306 7

ISSN 2391-8306 formerly ISSN: 1429-9623 / 2300-665X

Archives 2011 - 2014

PBN 2011 - 2014

https://pbn.nauka.gov.pl/sedno-webapp/search?search&searchCategory=WORK&filter.inJournal=36616

POL-index 2011 - 2014

https://pbn.nauka.gov.pl/polindex-webapp/browse/journal/journal-32a319c5-a850-4f44-ba70-1418a6087655

BASE 2011 - 2014

https://www.base-search.net/Search/Results?lookfor=Journal+of+Health+Sciences+%28Radom%29&type=all&oaboost=1&ling=1&name=&thes=&refid=dcrespl&newsearch=1

http://elibrary.ru/contents.asp?titleid=37467

http://journal.rsw.edu.pl/index.php/JHS/issue/archive

Indexed in Bases, Bazy indeksacyjne: ERIH Plus, Worldcat, PBN/POL-Index, ICI Journals Master List, Directory of Open Access Journals (DOAJ), ZBD, Ulrich's periodicals, Google Scholar, Polska Bibliografia Lekarska

US NLM = 101679844

101679844 - NLM Catalog Result - NCBI

https://www.ncbi.nlm.nih.gov/nlmcatalog/101679844

Find a library that holds this journal: http://worldcat.org/issn/23918306

Journal Language(s): English 

PBN Poland

https://pbn.nauka.gov.pl/sedno-webapp/journals/49068

POL-index

https://pbn.nauka.gov.pl/polindex-webapp/browse/journal/journal-c39c8169-88d2-45db-9e7f-d948ce9981c4

BASE

https://www.base-search.net/Search/Results?join=AND&bool0[]=AND&lookfor0[]=2391-8306&type0[]=all&page=11&l=pl&oaboost=1&refid=dcpagepl

Redaction, Publisher and Editorial Office

Instytut Kultury Fizycznej Uniwersytet Kazimierza Wielkiego w Bydgoszczy, Institute of Physical Education Kazimierz Wielki University in Bydgoszcz, Poland 85-091 Bydgoszcz ul. Sportowa 2  www.ukw.edu.pl Copyright by Instytut Kultury Fizycznej UKW w Bydgoszczy http://ojs.ukw.edu.pl/index.php/johs  Open Access ISSN 2391-8306 formerly ISSN: 1429-9623 / 2300-665X

The journal has been approved for inclusion in ERIH PLUS.

The ERIH PLUS listing of the journal is available at https://dbh.nsd.uib.no/publiseringskanaler/erihplus/periodical/info?id=485984

SIC Science citation index (calculated on the basis of TCI and Page Rank) 0

Russian Impact factor 0.16

Indexed in Index Copernicus Journals Master List.

http://journals.indexcopernicus.com/Journal+of+Education+Health+and+Sport,p24782242,3.html

ICV 2018 = 95.95 ICV 2017 = 91.30 ICV 2016 = 84.69 ICV 2015 = 93.34 ICV 2014 = 89.51 Standardized Value: 8.27 ICV 2013: 7.32 ICV 2012: 6.41 ICV 20115.48

The InfoBase Index IBI Factor for the year 2015 is 3.56 in InfoBase Index.com.

Website: www.infobaseindex.com

Universal Impact Factor 1.78 for year 2012. (http://www.uifactor.org/AppliedJournals.aspx)

Indexed in Polish Scholarly Bibliography (PBN) (PBN Polska Bibliografia Naukowa) (https://pbn.nauka.gov.pl/journals/36616)

is a portal of the Polish Ministry of Science and Higher Education, collecting information on publications of Polish scientists and on Polish and foreign scholarly journals. Polish Scholarly Bibliograhpy is a part of POL-on - System of Information on Higher Education. It is operated by the Interdisciplinary Centre for Mathematical and Computational Modelling, University of Warsaw.

Indexed in Russian Sciences Index Российский индекс научного цитирования (РИНЦ) http://elibrary.ru/contents.asp?titleid=37467

Indexed in Arianta Polish scientific and professional electronic journals Aneta Drabek i Arkadiusz Pulikowski

(http://www1.bg.us.edu.pl/bazy/czasopisma/czasop_full.asp?id=3595)