Mapping the Healthcare Service Quality Domain: A Bibliometric Analysis

Abstract

Introduction: Quality in healthcare services has become a subject of study, acquiring a special connotation for both individual and collective health services. Aim: To examine the scientific literature on healthcare service quality indexed in SCOPUS between 1994 and 2015. Materials and Methods: A bibliometric study was conducted using the SCOPUS database along with a structured search equation. A total of 256 academic publications were retrieved and analysed for quantity, quality and structure bibliometric indicators. Results: The interest in the present topic has been increasing exponentially during the past years. The year of 2014 was the most productive period, with 34 research papers published. Likewise, it is worth noting that the existing literature has focused on quality and satisfaction-related issues. Conclusion: Studies conducted between 1994 and 2015 aimed to measure the level of satisfaction among the users of healthcare services using the SERVQUAL model, proving its applicability for quality management in healthcare.

Keywords

• organisation and administration
• patient satisfaction
• quality indicators
• quality of health care