Quantitative Economics and Management Studies
Vol. 5 No. 1 (2024), Pages 100-109 · 2024-02-29
Articles | 2024-02-29
Analysis The Effect of Service Quality Supply Chain Management Healthcare Product Towards Hospital and Clinical Laboratories Satisfaction
- Devi Suryani — Department of Management, Faculty of Business and Economics, Universitas Indonesia, Jl. Salemba Raya No.4 Jakarta 10430, Indonesia, Indonesia
- Nurmala — Department of Management, Faculty of Business and Economics, Universitas Indonesia, Jl. Salemba Raya No.4 Jakarta 10430, Indonesia, Indonesia
- Publication History
- Published online: February 29, 2024
- DOI
- https://doi.org/10.35877/454RI.qems2199
- Copyright
- Copyright (c) 2023 Devi Suryani, Nurmala
Abstract
Supply chain management (SCM) is one of the critical things in healthcare sector because it has a direct effect on the quality of services provided. The aim of this study is to analyse the effect of service quality on supply chain management of healthcare products in hospital and clinical laboratories satisfaction. The study adapted six dimensions of service quality namely assurance, communication, empathy, reliability, responsiveness, and tangibles. Survey data was analysed using Structural Equation Modelling-Partial Least Square (SEM-PLS). A total of 67 hospitals and clinical laboratories were the research sample. The results show that service quality on supply chain management of healthcare product has a positive effect on hospital and clinical laboratories satisfaction. Reliability is the most prominent dimension that determines hospital and clinical laboratory satisfaction. Items that contribute to reliability include complaint handling, product authenticity guarantee, order processing, on time delivery, providing product information updated and routine visitation.
Keywords
References (42)
- Ahmad, Niaz, Awan, Muhammad Usman, Raouf, Abdul, & Sparks, Leigh. (2009). Development of a service quality scale for pharmaceutical supply chains. International Journal of Pharmaceutical and Healthcare Marketing, 3(1), 26–45. https://doi.org/10.1108/17506120910948494
- Al-Neyadi, Hamda S., Abdallah, Salam, & Malik, Mohsin. (2018). Measuring patient’s satisfaction of healthcare services in the UAE hospitals: Using SERVQUAL. International Journal of Healthcare Management, 11(2), 96–105. https://doi.org/10.1080/20479700.2016.1266804
- Butt, Mohsin Muhammad, & de Run, Ernest Cyril. (2010). Private healthcare quality: Applying a SERVQUAL model. International Journal of Health Care Quality Assurance, 23(7), 658–673. https://doi.org/10.1108/09526861011071580
- Gjellebæk, Camilla, Svensson, Ann, Bjørkquist, Catharina, Fladeby, Nina, & Grundén, Kerstin. (2020). Management challenges for future digitalization of healthcare services. Futures, 124(November 2019). https://doi.org/10.1016/j.futures.2020.102636
- Gupta, Khushboo Sabharwal, & Rokade, Varsha. (2016). Importance of Quality in Health Care Sector: A Review. Journal of Health Management, 18(1), 84–94. https://doi.org/10.1177/0972063415625527
- Gupta, Tarun K., & Singh, Vikram. (2012). Service Quality in Supply Chain: A Review. International Journal of Engineering and Technology, 2(8), 1395–1404.
- Hair, Joe F., Ringle, Christian M., & Sarstedt, Marko. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. https://doi.org/10.2753/MTP1069-6679190202
- Hair, Joseph F., Risher, Jeffrey J., Sarstedt, Marko, & Ringle, Christian M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
- Heizer, Jay, Render, Barry, & Munson, Chuck. (2017). T Welf T H Edit Ion Oper At Ions.
- Jap, Sandy D. (2001). The strategic role of the salesforce in developing customer satisfaction across the relationship lifecycle. Journal of Personal Selling and Sales Management, 21(2), 95–108. https://doi.org/10.1080/08853134.2001.10754261
- Khorasani, Sasan T., Cross, Jennifer, & Maghazei, Omid. (2020). Lean supply chain management in healthcare: a systematic review and meta-study. International Journal of Lean Six Sigma, 11(1), 1–34. https://doi.org/10.1108/IJLSS-07-2018-0069
- Kim, Hee Kyung, & Lee, Chang Won. (2021). Relationships among healthcare digitalization, social capital, and supply chain performance in the healthcare manufacturing industry. International Journal of Environmental Research and Public Health, 18(4), 1–13. https://doi.org/10.3390/ijerph18041417
- Kim, Rachel H., Gaukler, Gary M., & Lee, Chang Won. (2016). Improving healthcare quality: A technological and managerial innovation perspective. Technological Forecasting and Social Change, 113, 373–378. https://doi.org/10.1016/j.techfore.2016.09.012
- Kitapci, Olgun, Akdogan, Ceylan, & Dortyol, İbrahim Taylan. (2014). The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry. Procedia - Social and Behavioral Sciences, 148, 161–169. https://doi.org/10.1016/j.sbspro.2014.07.030
- Kritchanchai, Duangpun. (2014). A Framework for Healthcare Supply Chain Improvement in Thailand. Operations and Supply Chain Management: An International Journal, 5(2), 103–113. https://doi.org/10.31387/oscm0120080
- Kumar, Arun, Ozdamar, Linet, & Ning Zhang, Chun. (2008). Supply chain redesign in the healthcare industry of Singapore. Supply Chain Management: An International Journal, 13(2), 95–103. https://doi.org/10.1108/13598540810860930
- Lahap, J., O’Mahony, B., & Dalrymple, J. (2016). The Importance of Communication in Improving Service Delivery and Service Quality in the Malaysian Hotel Industry. Procedia - Social and Behavioral Sciences, 224(August 2015), 213–220. https://doi.org/10.1016/j.sbspro.2016.05.446
- Lee, Sang M., Lee, Don Hee, & Schniederjans, Marc J. (2011). Supply chain innovation and organizational performance in the healthcare industry. International Journal of Operations and Production Management, 31(11), 1193–1214. https://doi.org/10.1108/01443571111178493
- Lee, Seoyoung, & Kim, Eun Kyung. (2017). The Effects of Korean Medical Service Quality and Satisfaction on Revisit Intention of the United Arab Emirates Government Sponsored Patients. Asian Nursing Research, 11(2), 142–149. https://doi.org/10.1016/j.anr.2017.05.008
- Lonial, Subhash, Menezes, Dennis, Tarim, Mehves, Tatoglu, Ekrem, & Zaim, Selim. (2010). An evaluation of SERVQUAL and patient loyalty in an emerging country context. Total Quality Management and Business Excellence, 21(8), 813–827. https://doi.org/10.1080/14783363.2010.487663
- Malathi, A., & Jasim, K. Mohamed. (2022). Validating the relationship between service quality, patient sensitivity and experience towards medical applications using SERVQUAL. International Journal of Medical Informatics, 168(October), 104883. https://doi.org/10.1016/j.ijmedinf.2022.104883
- Mandal, Santanu. (2017). The influence of dynamic capabilities on hospital-supplier collaboration and hospital supply chain performance. International Journal of Operations and Production Management, 37(5), 664–684. https://doi.org/10.1108/IJOPM-05-2016-0249
- Mathur, Bhavana, Gupta, Sumit, Meena, Makhan Lal, & Dangayach, G. S. (2018). Healthcare supply chain management: literature review and some issues. Journal of Advances in Management Research, 15(3), 265–287. https://doi.org/10.1108/JAMR-09-2017-0090
- Mehta, Seema. (2011). Service quality as predicator of patient satisfaction: A study of the health care sector. Journal of Health Management, 13(2), 211–229. https://doi.org/10.1177/097206341101300206
- Mendes, Isabel Amélia Costa, Trevizan, Maria Auxiliadora, de Godoy, Simone, Nogueira, Paula Cristina, Ventura, Carla Aparecida Arena, & Furlan, Claudia Elizangela Bis. (2018). Expectations and perceptions of clients concerning the quality of care provided at a Brazilian hospital facility. Applied Nursing Research, 39(August 2016), 211–216. https://doi.org/10.1016/j.apnr.2017.11.024
- Moons, Karen, Waeyenbergh, Geert, & Pintelon, Liliane. (2019). Measuring the logistics performance of internal hospital supply chains – A literature study. Omega (United Kingdom), 82, 205–217. https://doi.org/10.1016/j.omega.2018.01.007
- Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016). Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty - A case study of home appliances business. Journal of Retailing and Consumer Services, 30, 67–83. https://doi.org/10.1016/j.jretconser.2016.01.001
- Murti, Arjun, Deshpande, Aashish, & Srivastava, Namita. (2013). Patient Satisfaction and Consumer Behavioural Intentions: An Outcome of Service Quality in Health Care Services. Journal of Health Management, 15(4), 549–577. https://doi.org/10.1177/0972063413516230
- Mustaffa, Noorfa Haszlinna, & Potter, Andrew. (2009). Healthcare supply chain management in Malaysia: A case study. Supply Chain Management, 14(3), 234–243. https://doi.org/10.1108/13598540910954575
- Nartey, Edward, Aboagye-Otchere, Francis Kwaku, & Yaw Simpson, Samuel Nana. (2020). The contingency effects of supply chain integration on management control system design and operational performance of hospitals in Ghana. Journal of Accounting in Emerging Economies, 10(2), 207–241. https://doi.org/10.1108/JAEE-10-2018-0111
- Nollet, Jean, & Beaulieu, Martin. (2003). The development of group purchasing: An empirical study in the healthcare sector. Journal of Purchasing and Supply Management, 9(1), 3–10. https://doi.org/10.1016/S0969-7012(02)00034-5
- Pal, Surya Kant, Baral, Manish Mohan, Mukherjee, Subhodeep, Venkataiah, Chittipaka, & Jana, Bhaswati. (2022). Analyzing the impact of supply chain innovation as a mediator for healthcare firms’ performance. Materials Today: Proceedings, 56, 2880–2887. https://doi.org/10.1016/j.matpr.2021.10.173
- Park, Jungi, Lee, Jungwoo, Lee, Hyejung, & Truex, Duane. (2012). Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services. International Journal of Information Management, 32(5), 459–468. https://doi.org/10.1016/j.ijinfomgt.2012.02.005
- Parmata, Uma Maheswari Devi, & Chetla, Surya Prakash. (2020). Effect of service quality on doctor’s satisfaction and prescribing behavior in pharmaceutical supply chain – a study with reference to a major Indian pharmaceutical company. International Journal of Pharmaceutical and Healthcare Marketing, 15(2), 173–211. https://doi.org/10.1108/IJPHM-04-2018-0024
- Parmata, Uma Maheswari Devi, Sankara Rao, B., & Rajashekhar, B. (2016). Measuring service quality in pharmaceutical supply chain – distributor’s perspective. International Journal of Pharmaceutical and Healthcare Marketing, 10(3), 258–284. https://doi.org/10.1108/IJPHM-07-2015-0035
- Pekkaya, Mehmet, Pulat İmamoğlu, Öznur, & Koca, Hayriye. (2019). Evaluation of healthcare service quality via Servqual scale: An application on a hospital. International Journal of Healthcare Management, 12(4), 340–347. https://doi.org/10.1080/20479700.2017.1389474
- Setijono, Djoko, Naraghi, Ashkan Mohajeri, & Ravipati, Uday Pavan. (2010). Decision support system and the adoption of lean in a Swedish emergency ward: Balancing supply and demand towards improved value stream. International Journal of Lean Six Sigma, 1(3), 234–248. https://doi.org/10.1108/20401461011075026
- Shah, Nilay. (2004). Pharmaceutical supply chains: Key issues and strategies for optimisation. Computers and Chemical Engineering, 28(6–7), 929–941. https://doi.org/10.1016/j.compchemeng.2003.09.022
- Sivadas, Eugene, & Baker-Prewitt, Jamie L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28(2), 73–82. https://doi.org/10.1108/09590550010315223
- Smith, Brian K., Nachtmann, Heather, & Pohl, Edward A. (2011). Quality Measurement in the Healthcare Supply Chain. Quality Management Journal, 18(4), 50–60. https://doi.org/10.1080/10686967.2011.11918335
- Tripathi, Shalini Nath, & Siddiqui, Masood H. (2020). Assessing the quality of healthcare services: A SERVQUAL approach. International Journal of Healthcare Management, 13(S1), 133–144. https://doi.org/10.1080/20479700.2018.1469212
- Yanamandra, Ramakrishna. (2018). Development of an integrated healthcare supply chain model. Supply Chain Forum, 19(2), 111–121. https://doi.org/10.1080/16258312.2018.1475823
How to Cite
Suryani, D., & Nurmala, N. (2023). Analysis The Effect of Service Quality Supply Chain Management Healthcare Product Towards Hospital and Clinical Laboratories Satisfaction. Quantitative Economics and Management Studies, 5(1), 100–109. https://doi.org/10.35877/454RI.qems2199
