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Service Quality for Facilities Management in Hospitals PDF

150 Pages·2016·1.8 MB·English
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Low Sui Pheng · Zhu Rui Service Quality for Facilities Management in Hospitals Service Quality for Facilities Management in Hospitals Low Sui Pheng · Zhu Rui Service Quality for Facilities Management in Hospitals 1 3 Low Sui Pheng Zhu Rui Department of Building Department of Building National University of Singapore National University of Singapore Singapore Singapore Singapore Singapore ISBN 978-981-10-0955-6 ISBN 978-981-10-0956-3 (eBook) DOI 10.1007/978-981-10-0956-3 Library of Congress Control Number: 2016937379 © Springer Science+Business Media Singapore 2016 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. Printed on acid-free paper This Springer imprint is published by Springer Nature The registered company is Springer Science+Business Media Singapore Pte Ltd Contents 1 Introduction ................................................ 1 1.1 Background ............................................ 1 1.2 Research Problems ....................................... 3 1.3 Research Aims and Objectives .............................. 4 1.4 Research Hypothesis ..................................... 4 1.5 Significance of Study ..................................... 4 1.6 Structure of Book ........................................ 5 References .................................................. 5 2 Facilities Management and Singapore’s Healthcare System ......... 9 2.1 Definition and Development of Facilities Management ........... 9 2.2 FM Service Coverage ..................................... 12 2.3 Singapore’s Healthcare System ............................. 14 2.4 Hospital FM ............................................ 15 2.5 Key Aspects Contributing to Successful FM/Hospital FM ........ 18 2.6 Summary of Chapter ..................................... 21 References .................................................. 21 3 SERVQUAL, the Kano Model and QFD ......................... 25 3.1 Service Quality: Approaches and Measurements ................ 25 3.2 GAP Model and SERVQUAL .............................. 28 3.3 Applications of SERVQUAL in FM ......................... 30 3.4 Service Quality in Hospitals and Hospital FM .................. 33 3.5 Kano Model ............................................ 36 3.6 Quality Function Deployment .............................. 39 3.7 The Integration of SERVQUAL, the Kano Model and QFD ....... 43 3.8 Summary of Chapter ..................................... 51 References .................................................. 51 4 Conceptual Framework ...................................... 57 4.1 Applying Service Quality Theory in Hospital FM Context ........ 57 4.2 Integrating SERVQUAL, the Kano Model and QFD for Quality Improvement and Customer Satisfaction ............. 60 v vi Contents 4.3 Conceptual Framework ................................... 61 4.4 Summary of Chapter ..................................... 63 References .................................................. 63 5 Research Methodology ....................................... 65 5.1 Research Design ......................................... 65 5.2 Data Collection Methods .................................. 67 5.3 Data Analysis Methods .................................... 71 5.4 Summary of Chapter ..................................... 72 References .................................................. 72 6 Data Analysis ............................................... 73 6.1 Data Analysis for SERVQUAL Questionnaire Survey ........... 73 6.2 Data Analysis for Kano Questionnaire Survey .................. 81 6.3 Data Analysis for QFD .................................... 86 6.4 Summary of Chapter ..................................... 86 Reference ................................................... 89 7 Discussion .................................................. 91 7.1 SERVQUAL Survey Findings Discussion ..................... 91 7.2 Kano Survey Findings Discussion ........................... 96 7.3 QFD Survey Findings Discussion ........................... 99 7.4 Summary of Chapter ..................................... 103 Reference ................................................... 104 8 Conclusions ................................................ 105 8.1 Validation of Hypothesis and Summary of Findings ............. 105 8.2 Recommendations ....................................... 106 8.3 Validation of Findings and Recommendations .................. 109 8.4 Contributions ........................................... 110 8.5 Limitations and Suggestions for Future Research ............... 111 Appendix A: Survey on Service Quality of Facilities Management in Singapore’s Hospitals .............................. 113 Appendix B: Survey on Facilities Management Services in Singapore’s Hospitals .......................................... 115 Appendix C: Q uality Function Deployment Survey on Facilities Management Services in Singapore’s Hospitals .......... 119 Appendix D: The QFD Survey Data and Results (HOQ) .............. 145 Abbreviations AH Alexandra Hospital BIFM British Institute of Facilities Management CGH Changi General Hospital CR Customer Requirements DR Design Requirements FM Facilities Management HOQ House of Quality IFMA International Facility Management Association IMH Institute of Mental Health KKH Kandang Kerbau Women’s and Children’s Hospital KTPH Khoo Teck Puat Hospital MRT Mass Rapid Transit NHC National Heart Centre NUH National University Hospital PEAT Patient Environment Assessment Team PUB Public Utilities Board QFD Quality Function Deployment SGH Singapore General Hospital STB Singapore Tourism Board TTSH Tan Tock Seng Hospital vii List of Figures Figure 2.1 The FM basic framework ............................... 10 Figure 2.2 Hospital soft FM services coverage ....................... 17 Figure 3.1 GAP model ......................................... 29 Figure 3.2 Extended Gap model .................................. 31 Figure 3.3 Overview of the Kano model ............................ 38 Figure 3.4 The structure of HOQ ................................. 40 Figure 3.5 Framework for integrating SERVQUAL and the Kano model .............................................. 44 Figure 3.6 Framework for integrating SERVQUAL, the Kano model and QFD ............................................ 45 Figure 4.1 Conceptual framework ................................. 62 Figure 6.1 Respondents’ age distribution in the SERVQUAL survey ...... 74 Figure 6.2 Respondents’ gender distribution in the SERVQUAL survey ... 74 Figure 6.3 Respondents’ race distribution in the SERVQUAL survey ..... 75 Figure 6.4 Respondents’ educational background distribution in the SERVQUAL survey ................................... 75 Figure 6.5 Respondents’ age distribution in the Kano survey ............ 83 Figure 6.6 Respondents’ gender distribution in the Kano survey ......... 83 Figure 6.7 Respondents’ race distribution in the Kano survey ........... 84 Figure 6.8 Respondents’ educational background distribution in the Kano survey .................................... 84 ix List of Tables Table 2.1 Typical FM services ................................... 13 Table 2.2 Classification of FM services ............................ 13 Table 2.3 Singapore’s public hospitals ............................. 14 Table 2.4 Singapore’s private hospitals ............................. 15 Table 2.5 FM operations in healthcare sector ........................ 16 Table 2.6 Key aspects contributing to successful FM .................. 18 Table 3.1 The SERVQUAL Instrument presented by Zeithaml et al. (1990) .......................................... 30 Table 3.2 FM related factors in hospital service quality research ......... 35 Table 3.3 Kano evaluation table .................................. 38 Table 3.4 Summary on literature review of the integration method ....... 50 Table 4.1 Service attributes identified .............................. 58 Table 4.2 Solutions for closing service gaps ......................... 59 Table 5.1 Service attributes used in the SERVQUAL questionnaire ...... 69 Table 6.1 Cronbach’s α test for expectation ......................... 76 Table 6.2 Cronbach’s α test for perception .......................... 76 Table 6.3 Expectation score distribution-1 .......................... 77 Table 6.4 Expectation score distribution-2 .......................... 78 Table 6.5 Perception score distribution-1 ........................... 79 Table 6.6 Perception score distribution-2 ........................... 80 Table 6.7 Gap scores for the service attributes ....................... 81 Table 6.8 Results from Mann–Whitney U tests ...................... 82 Table 6.9 Mann–Whitney U Test for P4 and P18 ..................... 82 Table 6.10 Results from Kano categorisation ......................... 85 Table 6.11 The importance scores of WHATs ........................ 87 Table 6.12 The HOWs and their codes in QFD ....................... 87 Table 6.13 The importance scores of HOWs and their relative rankings .... 89 Table 7.1 The importance scores of attributes and their relative rankings ............................................. 98 Table 8.1 Top 10 factors for continuous improvement in FM ............ 107 xi Summary As a relatively new discipline, facilities management (FM) has developed rapidly over the past 30 years as the volume of built assets ballooned exponentially. One topic that draws a lot of attention in the FM domain is customer satisfaction that emanates from good service quality. Enhancing customer satisfaction has recently become one of the major concerns of FM organisations. Customer satisfaction can be viewed as a result of the demand for high service quality. It can be enhanced only if the service quality level increases. Thus, service providers who seek to sat- isfy their customers should enhance their service quality level first, which is within their control. But before that can happen, it is essential to measure the service quality first, so that areas that need improvements can then be identified, to be fol- lowed by implementation of corrective actions, leading to the increased level of customer satisfaction. Among various organizations, special attention is given in this book to hospital FM because hospitals and healthcare facilities belong to the most complex, costly and challenging kind of buildings to manage. Although FM is identified as a key function in hospitals, the number of studies that were concentrated on hospital FM has so far been limited. Furthermore, it is acknowledged that customer satisfaction is of key importance to FM. Since patients are the key customers in hospitals, tak- ing a patient-oriented approach to FM service quality in hospitals is essential to improve the overall patients’ satisfaction level. Given this background, it is natural to raise the questions of how do we evalu- ate the FM service quality in hospitals and how do we improve and maintain the service quality standard. This book presents and evaluates the FM service qual- ity standards in Singapore’s hospitals from the patient’s perspective. In addition, it provides and recommends effective ways to improve FM service quality to better achieve patient satisfaction. The uniqueness of this book is that in fulfilling this aim, the approach adopted combines service quality and quality theory to pro- vide a more holistic view of how FM service quality can be achieved in hospitals. This book integrates three instruments; namely the SERVQUAL model, the Kano model and the QFD model to yield empirical results from surveys for implementa- tion in hospitals. xiii

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