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.

中文翻译：

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医院精益、服务质量期望和绩效之间的关系

目的

本研究的目的是调查门诊部 (OPD) 精益、服务质量期望 (SQE) 和服务质量绩效 (SQP) 之间的联系。

设计/方法/方法

测量工具是从综合文献综述中开发出来的，然后经过专家验证和验证性因素分析。采用多重响应来提高从 220 家泰国医院获得的数据的可靠性。使用结构方程建模的线性回归和路径分析对假设进行了检验。

发现

研究发现，精益对所有 SQP 维度（即有形性、可靠性、响应能力、保证和同理心）和整体 SQP 都有显着的积极影响。SQE 对精益和 SQP 具有显着的正向直接影响，并且通过精益对 SQP 具有显着的正向间接影响。

原创性/价值

这是第一个研究 OPD 中精益、SQE 和 SQP 之间关系的研究示例。