A Systematic Review of Dimensions for Measuring Quality of Healthcare Facilities Management Services Using Prisma Guidelines

Abstract

Purpose - This paper provides access to the study in measuring the quality of healthcare services, specifically in healthcare Facilities Management (FM). This paper provides a comprehensive understanding of the service dimensions that influence the measurement of healthcare quality services.
Methodology/approach - The methodology of this research is qualitative research with the systematic analysis of literature review using PRISMA Guidelines which was gathered from several research journals from Web of Science (WOS) and SCOPUS database.
Findings – Data were gathered through electronic database, N=27,600 with specific criteria from 2017 to 2025 research timelines. As a result, 60 peer reviewed papers relevant to the aim and objectives of the research were utilised. The research findings indicate that original SERVQUAL dimensions: reliability, assurance, tangible, empathy, and responsiveness (RATER) are still relevant. Until today, SERVQUAL Model with RATER dimensions are used to measure customer satisfaction in many sectors including healthcare. By measuring services quality, the gap that is identified would be addressed and improved. This is important to demonstrate best practice in healthcare quality.