Authors :
Alla Mostepaniuk
Volume/Issue :
Volume 9 - 2024, Issue 2 - February
Google Scholar :
https://tinyurl.com/258sbs8r
Scribd :
https://tinyurl.com/yhnhmr7z
DOI :
https://doi.org/10.5281/zenodo.10792784
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.
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.
