PLANNED CHANGE AND SERVICE QUALITY IN A HEALTH CARE ENVIRONMENT: ASSESSING OUTCOMES

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Abstract

This study assesses the outcomes of a process of planned change undertaken in a health care hospital environment in Lesotho in terms of service quality. A sample of 143 clinical and non-clinical employees from three of the largest regional hospitals within the Ministry of Health in Lesotho was drawn using cluster sampling. Data was collected using an adapted version of SERVQUAL whose psychometric properties were statistically determined. Data was analyzed using descriptive and inferential statistics. The results indicate that the process of transformation significantly contributed to all the sub-dimensions of service quality (tangibles, reliability, responsiveness, assurance, empathy) except the process before restructuring which did not contribute to responsiveness, assurance and empathy respectively. Furthermore, all the sub-dimensions of the process of transformation significantly impact on the different sub-dimensions of service quality, although not optimally.

Keywords: Planned Change, Service Quality, Tangibles, Reliability, Responsiveness, Assurance, Empathy

How to cite this paper: Ntsatsi, L., & Parumasur, S. B. (2013). Planned change and service quality in a health care environment: assessing outcomes. Corporate Ownership & Control, 11(1-10), 846-856. https://doi.org/10.22495/cocv11i1c10p2