Relationships among lean, service quality expectation and performance in hospitals
Issued Date
2022-02-18
Resource Type
ISSN
20404166
eISSN
20404174
Scopus ID
2-s2.0-85110457214
Journal Title
International Journal of Lean Six Sigma
Volume
13
Issue
2
Start Page
457
End Page
473
Rights Holder(s)
SCOPUS
Bibliographic Citation
International Journal of Lean Six Sigma Vol.13 No.2 (2022) , 457-473
Suggested Citation
Vanichchinchai A. Relationships among lean, service quality expectation and performance in hospitals. International Journal of Lean Six Sigma Vol.13 No.2 (2022) , 457-473. 473. doi:10.1108/IJLSS-11-2020-0210 Retrieved from: https://repository.li.mahidol.ac.th/handle/123456789/83978
Title
Relationships among lean, service quality expectation and performance in hospitals
Author(s)
Author's Affiliation
Other Contributor(s)
Abstract
Purpose: The purpose of this study is to investigate the links between lean, service quality expectation (SQE) and service quality performance (SQP) in outpatient departments (OPD). Design/methodology/approach: The measurement instruments were developed from a comprehensive literature review, then verified by experts and confirmatory factor analysis. Multiple responses were applied to improve the reliability of data obtained from 220 Thai hospitals. The hypotheses were tested with linear regression and path analysis of structural equation modeling. Findings: It was found that lean has significant positive impacts on all SQP dimensions (i.e. tangibility, reliability, responsiveness, assurance and empathy) and on overall SQP. SQE has significant positive direct effects on lean and SQP, and has a significant positive indirect effect on SQP through lean. Originality/value: This is one of the first examples of research to present insights into the relationships between lean, SQE and SQP in OPD.