Process performance and service quality in chemotherapy day units: two sides of the same coin

A comparative benchmark study is used to compare the process of chemotherapy in four different Chemotherapy Day Units (CDUs) and to learn how the process characteristics have an impact on the time efficiency and the perceived service quality. This comparison shows that the waiting time until the start of the therapy can be substantially reduced by allocating the right resources or by changing the process. Results do not show a clear relationship between waiting time and perceived service quality. The contribution of administrative quality which covers the operational issues such as waiting time is not significant, while interpersonal quality and technical quality explain most of the variation in the perceived service quality. An important conclusion is that process characteristics such as waiting time do not necessarily have a large impact on the perceived service quality.

ISBN:9780692461563

Publication year:2015

Accessibility:Closed