Designing a Conceptual Model for Quality Measurement in Supply Chain of E-Health Care Services

Quality measurement of services is the fundamental prerequisite for quality improvement. Patients' satisfaction in health system is an important factor and having flexibility and the ability to change in order to response clients' needs are the symbols for organizations' survivance and development. For this reason, different models are designed and used for quality measurement. There is a need for an effective tool in identifying relevant criteria to develop a systematic service quality measurement process. This study aims to present a model for service quality measurement process. Service quality in e-health care is complex and may vary even within the industry. It involves multiple criteria, uncertain and qualitative factors that are difficult to measure. By doing a literature review, the aspects of service quality measurement in e-health care sector were identified. After refining the aspects, data gathering from patients was done by the use of random sampling method. In order to analyze data, Structural equitation modeling was used. The results of the study show that the aspects of proposed model have high validity and reliability in measuring the quality of services in e-health care sector. Reliability, responsiveness, assurance, unanimity, atmosphere and perception, outcome and social responsibility can be mentioned as the quality aspects of services ine-health care sector.