Quality Management Journal - October 2018 - ASQ

Quality Management Journal - October 2018

Volume 25 • Number 4

INTRODUCTION

ARTICLES

  • An empirical study of U.S. hospital quality: Readmission rates, organizational culture, patient satisfaction, and Facebook ratings
    By Jung Young Lee, Charles R. Gowen III & Kathleen L. McFadden
    Reducing hospital readmission rates has been increasingly important as a measure of hospital quality and safety performance. While in recent years hospitals have emphasized the importance of organizational culture as an effective strategy for improving overall hospital performance, there has been a lack of research on the link between organizational culture and readmission rates. In addition, hospitals have been considering the amount of attention they should be paying to unsolicited feedback posted on social media sites like Facebook. Therefore, this study will examine the relationship between organizational culture and readmission rates, and explore whether readmission rates are linked to increased customer satisfaction and, ultimately, to higher hospital Facebook ratings. Survey data collected from 173 hospitals are merged with both publicly available customer satisfaction measures obtained from the Center for Medicare and Medicaid Services (CMS), as well as with data gathered from hospital Facebook sites. Using structural equation modeling, the authors find that a hierarchical culture is the only organizational culture type related to reducing readmission rates. In turn, lower readmission rates are associated with an increased likelihood of patients recommending the hospital and, ultimately, to higher Facebook ratings. This study provides empirical support that hospital administrators should focus on developing a hierarchical culture as a strategy for tackling these rates. The authors’ findings also indicated that hospitals' overall effort to improve hospital readmission rates is related to increased patient satisfaction and public perception of the hospitals, as indicated on public websites such as CMS and Facebook.
  • Qualitative investigation of the role of quality in online community support for people living with HIV and AIDS
    By Guruprasad Gadgil, Gayle Prybutok & Victor Prybutok
    This research advances a new P2PSNSQual model, a peer-to-peer (P2P) social networking site quality construct. This study derived its theoretical background from SNSQUAL, a social networking quality model, and qualitatively confirmed that two independent dimensions -- perceived usefulness and information quality — influence the quality of P2P support groups on social media and continued user engagement. For people living with HIV and AIDS (PLHA), this study determined that perceived usefulness is based on five dimensions identified here: reduced felt stigma, reinforced safe space, critical life line, perceived social support, perceived material support. Information quality is determined for PLHA users by the availability of information critical to PLHA, access to which is facilitated by a social media-based health intervention. This study contributes to information systems (IS) research and practice by: 1) introducing a new quality construct, P2PSNS quality; 2) recognizing six required dimensions of P2PSNS quality for PLHA; 3) and creating the first P2P social media quality model (P2PSNSQUAL), contextualized for use within a unique user group; and 4) investigating the impact of P2PSNS quality on continued user engagement, and fills a gap in the IS literature. The new P2PSNSQUAL model identifies a need for further study of P2P SNS use by targeted user groups in the health intervention context.
  • Operational determinants of airline service quality: Worldwide cross-regional analysis
    By Saleh F. S. Alkhatib & Yazan K. A. Migdadi
    This study aims to identify key operational determinants of airline service quality by conducting the first airline worldwide and regional comparison. More than 350 airlines were surveyed. Airlines, airline associations, international airline agency reports, SKYTRAX, and AIRLINRATINGS publications are the main data sources. Multi-regression multi-level analysis was used to determine which independent operational variables contribute significantly to the airline service quality. Different operational determinants have different positive and negative effects on airlines service quality at the regional and flight range levels. Identifying crucial operational determinants of airline service quality levels and differentiating these determinants across regions, flight destinations, and ranges help airlines to understand their operations better and improve their service quality levels. This is one of the first studies that analyzes airline service quality operational determinants at worldwide, regional, and flight ranges.

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