Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL

Došen, Đurđana Ozretić; Škare, Vatroslav; Čerfalvi, Vesna; Benceković, Željka; Komarac, Tanja

doi:10.20471/acc.2020.59.02.12

Cited by 17 publications

(17 citation statements)

References 32 publications

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“…In addition, as Taner and Antony stated, patients are quite unique as "customers" due to their low expertise and asymmetry of knowledge in comparison with health care professionals [6]. Patients are not skilled and do not have the needed knowledge to diagnose and treat [19].…”

Section: Health Services Qualitymentioning

confidence: 99%

“…From 700 respondents, 50.6% were males and 49.4% were females. Regarding the age distribution, most of the respondents (29.4%) belonged to the age group of (50-64), 26.1% belonged to the age group of (35-49), 22.4% to the age group of (65 and over) and the remaining 22.0% to the age group of (18)(19)(20)(21)(22)(23)(24)(25)(26)(27)(28)(29)(30)(31)(32)(33)(34). In terms of education level, the majority of the participants (36.6%) were university graduates (UG) with or without a postgraduate degree, 33.6% and 14.5% of them reported that they were secondary (SE) and postsecondary education (PSE) graduates respectively, while 15.3% had completed compulsory education (CE).…”

Section: Descriptive Analysis Of the Samplementioning

confidence: 99%

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Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model

Γούλα

Stamouli

Alexandridou

et al. 2021

IJERPH

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(1) Background: Health care service quality has been equated with preparedness to provide, accessibility, suitability, adequacy, friendliness and ongoing support and has been connected to service excellence. The main aim of this study was to investigate patients’ perceptions and expectations regarding the quality of health services. (2) Materials and Methods: A cross-sectional analysis was carried out in 5 public general hospitals and convenience sampling was used as the sampling technique. Questionnaires were distributed to inpatients and outpatients and 700 valid questionnaires were returned. The SERVQUAL questionnaire was used for data collection in this survey. (3) Results: Overall, in this study, it became apparent that patients’ expectations as regarding the quality of the provided services were not met. All of the five quality dimensions had a negative gap between patients’ expectations and perceptions. (4) Conclusions: The findings suggested that hospital managers and health care professionals should be interested about patient expectations and subsequently they should search out ways and means to meet them. Open communication with patients, individualized attention, as well as responsiveness to their requirements, polite behavior, trustful atmosphere across the hospital and better physical facilities are the key elements that determine the patient’s judgment about quality.

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Section: Health Services Qualitymentioning

confidence: 99%

Section: Descriptive Analysis Of the Samplementioning

confidence: 99%

Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model

Γούλα

Stamouli

Alexandridou

et al. 2021

IJERPH

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“…Nambisan et al confirmed that responsiveness positively affects patients’ perception of service quality [ 73 ]. In another study in Croatia, the authors highlighted to render quality services, hospital settings should pay more attention to responsiveness compared to other issues [ 74 ]. It is also found that the non-responsiveness of healthcare centers negatively affects the perceived quality by patients [ 75 , 76 ].…”

Section: Theory and Hypothesis Developmentmentioning

confidence: 99%

Responsiveness level and its effect on services quality from the viewpoints of the older adults hospitalized during COVID-19 pandemic

et al. 2022

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Background Aging is a sensitive period of life. Attention to the needs of this stage is considered a social necessity. This study is conducted to investigate the responsiveness level and its effect on service quality from the hospitalized older adults’ viewpoints during the COVID-19 pandemic in the south of Iran. Methods It was a cross-sectional descriptive-analytic study that was conducted on 386 old patients. The study instrument was a standard questionnaire that includes three sections of demographic information, World Health Organization Responsiveness, and SERVQUAL. Data were analyzed applying descriptive and inferential statistics the same as Independent T-test, ANOVA, Pearson correlation, and multiple linear regression. Results The mean levels of responsiveness and service quality were 90.72 ± 9.38 (from 160) and 68.01 ± 8.51 (from 110) respectively. This indicates the average level of these variables from the old patients’ viewpoints. There was a significant positive correlation between responsiveness and service quality (r = 0.585). According to the results of multiple linear regression, the dimensions of communication, dignity, prompt attention, primary facilities, social support, information confidentiality, right to choose, and autonomy were identified as the predictors of service quality. Conclusion The average level of responsiveness and service quality perceived from the old patients’ viewpoints during the COVID-19 pandemic can be considered a necessity for supportive planning among the older adults. Meanwhile, according to the impacts of responsiveness on service quality, educational programs are recommended to promote the level of healthcare providers’ responsiveness.

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“…With the change in the medical paradigm and the improvement in the population's standard of living, satisfaction has become one of the critical outcome indicators of healthcare services. It is recommended by the WHO [19,20].…”

Section: Introductionmentioning

confidence: 99%

Satisfaction in Population-Based Cancer Screening in a Chinese Rural High-Risk Population: The Yangzhong Early Diagnosis and Treatment of Upper Gastrointestinal Cancer

Xiang

Zhu

Hua

et al. 2021

Preprint

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Background Screening for upper gastrointestinal cancer (UGC) effectively reduces morbidity and mortality in gastric and oesophageal cancers. It is considered one of the effective measures for cancer control in China, but studies on its functional quality are lacking. Our study assessed the quality of screening service funded by Upper Gastrointestinal Cancer Early diagnosis and treatment (UGCEDAT) and its correlation in Yangzhong People’s hospital, China. Methods A cross-sectional study was conducted among 516 screening users at a screening centre in Yanghzong People’s hospital from April to July 2021. The service quality questionnaire (SERVQUAL) base on the service quality gap (SQG) model was adopted. We calculated the mean scores of perceptions and expectations and their gap. To determine the association between overall SQG and related features of participants, we used a multivariate logistic regression. Results The average scores of screening service users’ perceptions and expectations were 4.05 and 4.55, respectively. The SQG of five dimensions (tangibles, reliability, responsiveness, assurance and empathy) were negative, and the overall SQG was − 0.51. The responsiveness dimension had the largest gap, and tangibles had the smallest gap. Occupation status (AOR:0.575; CI:0.371–0.890), health self-assessment (AOR:4.965; CI:1.352–18.232), endoscopy experience (AOR:0.551; CI:0.377–0.806), distance from screening hospital (AOR:1.847; CI:1.249–2.733) and frequency of visit (AOR:1.646; CI:1.100-2.462) were associated with the overall SQG. Conclusions We observed a negative gap between perceptions and expectations of the function quality of screening service, implying a high dissatisfaction across different dimensions. Service providers should take adequate measures to bridge the dimension with the largest quality gap. Meanwhile, attention should be paid to identifying the influencing factors of the overall gap and the characteristics of dimensional expectations and perceived scores to improve the effectiveness of the intervention.

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Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL

Cited by 17 publications

References 32 publications

Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model

Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model

Responsiveness level and its effect on services quality from the viewpoints of the older adults hospitalized during COVID-19 pandemic

Satisfaction in Population-Based Cancer Screening in a Chinese Rural High-Risk Population: The Yangzhong Early Diagnosis and Treatment of Upper Gastrointestinal Cancer

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