An Empirical Exploration of Hospital Service Quality Assessment Criteria in China

摘要: This paper reports on a research project within the context of Chinese healthcare sector. From functional quality aspect, identifies, selects and confirms service assessment criteria suitable for hospitals via literature search, focus group survey investigation; numbers have also been reduced based principal component analysis; then through importance-performance analysis, provides further understanding/ prioritisation groups them accordingly to reflect their influence quality. The produces set appropriate evaluating hospitals' performance in context. Meanwhile, learning obtained from grouped (quality indicators) can support consequential empirical projects obtaining more insights into running hospital businesses, provide guidance wider range business operations. They be used guide foreign providers developing/implementing management strategies while planning enter marketplace.