| Abstract [eng] |
Service Quality Management at Children's Healthcare Institutions SUMMARY 79 pages, 19 charts, 19 pictures, 78 references. The aim of the master's thesis is to develop a model of children’s healthcare service quality management by defining conditions ensuring the quality of healthcare services, management tools and gaps in healthcare services. Research methods used: analysis of scientific literature (analyzed scientific articles of Lithuanian and foreign authors, quality standards, laws of the Republic of Lithuania regulating health care, etc.); meta-analysis of other authors' evaluation of service quality management; questionnaire survey method (patient parents' survey); Servqual method; deduction method for formulating hypotheses; statistical method of quantitative data processing SPSS - correlation (relationship between dimensions of service quality and satisfaction with healthcare services); multivariate linear regression analysis (identifying predictors of satisfaction with healthcare services (dimensions of service quality); method of synthesis (model developed by summarizing the literature and author's research results). The analysis of the obtained quantitative research data was performed with Microsoft Office Excel and SPSS. Master's thesis consists of four main parts. The first part examines the scientific literature (quality concept in health care, service quality dimensions and their specifics at children's hospitals, service quality management methods and tools, summarizing the results of other authors' research on health care service quality assessment). The second part presents the methodology of quantitative research. The third part includes the analysis of results and the fouth part presents the model developed by the author according to E. Deming's continuous improvement cycle based on the analysis of the scientific literature and the results of the author's research. The conclusions and suggestions of the Master's thesis provide a brief overview of the most important aspects of the literary analysis, the main results of the author's research and, based on the results obtained and the processing of qualitative data (comments from patients' parents), proposals were submitted to the Children's Hospital for improving the quality of services. Based on the literary part of the master's thesis and the results of the research, a scientific article „Service quality management at Lithuanian healthcare institutions“ was prepared and accepted for publication in an international journal “Quality. Access to Success.“ (2020, Vol. 21, No. 174, p.49-55. (3 appendix)). Keywords: healthcare service quality, satisfaction with service quality, SERVQUAL service quality dimensions, model of healthcare service quality management. |
