Business Excellence, Vol. 15 No. 2, 2021.
Preliminary communication
https://doi.org/10.22598/pi-be/2021.15.2.41
DIMENSIONS OF HEALTHCARE SERVICES QUALITY BASED ON PERCEPTION OF PRIMARY HEALTHCARE USERS USING FACTOR ANALYSIS
Aldin Brajić
; PhD candidate, Faculty of Economics of the University of Tuzla, Bosnia and Herzegovina
Samira Dedić
; Faculty of Economics of the University of Tuzla, Bosnia and Herzegovina
Saliha Brajić
; PhD candidate, Faculty of Economics of the University of Tuzla, Bosnia and Herzegovina
Abstract
In today's business environment, the demand for better quality health services is
becoming imperative. Market openness in the field of primary healthcare has led public
health institutions to apply the concept of quality management as a key instrument in the
fight against competition. This paper builds on a previously published study on the
expectations of primary healthcare users, which now focuses on their perception and
recognition of gaps in order to develop a final model of primary healthcare quality
management. The research was conducted using a modified SERVQUAL questionnaire
on a controlled random sample of 300 primary healthcare users in nine municipalities of
Tuzla Canton of Bosnia and Herzegovina. Exploratory factor analysis of the main
components based on the orthogonal rotation of VARIMAX was used. The general goal
of the research is to use scientific methods to build a final model of quality management
of health services in public primary healthcare institutions. Based on the set goal, the
central hypothesis is defined, which says that by applying factor analysis it is possible to
identify key dimensions and attributes of health service quality from the aspect of
perception of primary healthcare users. The research confirms the existence of selected
four dimensions of the quality of health services on the scale of perception, so the
conclusions and proposals for primary healthcare managers are presented. The
limitation of the research process refers to the geographical limitation of the selected sample, and it is recommended to extend the research to the entire territory of Bosnia
and Herzegovina.
Keywords
healthcare; factor analysis; user perception; service quality: model
Hrčak ID:
266887
URI
Publication date:
10.12.2021.
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