Service Quality Assessment in Private Hospitals: A Bibliometric Review

Service quality assessment is fundamental in healthcare delivery, particularly in the context of private hospitals where healthcare seeker satisfaction is the most crucial component. Employing bibliometric analysis on 2978 articles from 2014 to 2023 from the Web of Science database, the study identified themes and directions for further research in the domain of service quality. Using VOSviewer software, the research explored the influential facets of literature, including notable institutions, authors, countries, and journals. To further disentangle complex networks, co-authorship, bibliographic coupling, and keyword co-occurrence analysis were conducted. The findings highlighted the concentration of publications in developed nations like the United States. Three core subthemes emerged as focal points of scholarly exploration: service quality, patient satisfaction, and patient loyalty. Moreover, the bibliometric results identified pivotal theoretical contributions. Consequently, this study offers a valuable perspective for future research and enhancement in service quality and patient satisfaction. Notwithstanding, limitations include reliance on a single database, underscoring the need for future studies to incorporate multiple resources and qualitative insights.