Chronic kidney-disease screening service quality: questionnaire survey research evidence from Taichung city

Lin, Deng-Juin; Li, Ya-Hsin; Pai, Jar-Yuan; Sheu, Ing-Cheau; Glen, Robert; Chou, Ming-Jen; Lee, Ching-Yi

doi:10.1186/1472-6963-9-239

Cited by 32 publications

(67 citation statements)

References 27 publications

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“…Generally, the patients have high expectations in private hospitals (4.91 of 5 [≈98%]), which is not unusual and similar to the results of previous studies accomplished in Cyprus [7], Turkey [4] and Taiwan [22,23]. The service quality of private hospitals have been satisfactory from the patients' perspective (4.02 of 5 [≈80%]), although there is much work to do for improvement in all areas of service quality.…”

Section: Discussionsupporting

confidence: 86%

“…The women's higher expectations compared with the men had been reported in the previous studies [22,23]. Unlike the results of two studies in Turkey [34] and Taiwan [22] in our study, patients with higher education level had lower expectations than the others. It seems that with higher education levels, the individuals' expectations become more reasonable.…”

Section: Discussioncontrasting

confidence: 83%

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Service quality of private hospitals: The Iranian Patients' perspective

Zarei

Arab

Froushani

et al. 2012

BMC Health Serv Res

159

144

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BackgroundHighly competitive market in the private hospital industry has caused increasing pressure on them to provide services with higher quality. The aim of this study was to determine the different dimensions of the service quality in the private hospitals of Iran and evaluating the service quality from the patients' perspective.MethodsA cross-sectional study was conducted between October and November 2010 in Tehran, Iran. The study sample was composed of 983 patients randomly selected from 8 private general hospitals. The study questionnaire was the SERVQUAL questionnaire, consisting of 21 items in service quality dimensions.ResultsThe result of factor analysis revealed 3 factors, explaining 69% of the total variance. The total mean score of patients' expectation and perception was 4.91(SD = 0.2) and 4.02(SD = 0.6), respectively. The highest expectation and perception related to the tangibles dimension and the lowest expectation and perception related to the empathy dimension. The differences between perception and expectation were significant (p < 0.001). There was a significant difference between the expectations scores based on gender, education level, and previous hospitalization in that same hospital. Also, there was a significant difference between the perception scores based on insurance coverage, average length of stay, and patients' health conditions on discharge.ConclusionThe results showed that SERVQUAL is a valid, reliable, and flexible instrument to monitor and measure the quality of the services in private hospitals of Iran. Our findings clarified the importance of creating a strong relationship between patients and the hospital practitioners/personnel and the need for hospital staff to be responsive, credible, and empathetic when dealing with patients.

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Section: Discussionsupporting

confidence: 86%

Section: Discussioncontrasting

confidence: 83%

Service quality of private hospitals: The Iranian Patients' perspective

Zarei

Arab

Froushani

et al. 2012

BMC Health Serv Res

159

144

View full text Add to dashboard Cite

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“…Parasuraman, Zeithaml and Berry simplified the gaps model to develop a service qualities scale with five dimensions in 1988, and in 1991 they reworded the negative valence questions into positivevalence questions to make the final version of the ServQual scale [1] . The ServQual questionnaire tool has been widely applied to measure performance in the service industries, including medical services at hospitals worldwide [1][2][3][4][5][6][7][8][9][10][11][12]. The ServQual tool asks for respondents perceptions of service quality with multiple questions under five headings (dimensions) as follows: (1) Tangibility-things perceived by the five human senses; (2) Reliability-consistent performance, free of non-compliance; (3) Responsiveness-prompt and efficient voluntary response to requirements; (4) Assurance-ability of employees to convey trust; (5) Empathy-provision of sensitive individualized care by the organization [10] .…”

Section: Introductionmentioning

confidence: 99%

Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale

Lowrie

Huang³

et al. 2015

Asian Pacific Journal of Tropical Biomedicine

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A B S T R A C TObjective: To investigate patients' perception of service quality at hospitals in nine Chinese cities and propose some measures for improvement. Methods: The ServQual scale method was used in a survey involving patients at outpatient and in-patient facilities in Shanghai, Chongqing, Chengdu, Nanning, Guilin and Laibin of Guangxi, Honghezhou of Yunnan, Wulumuqi of Xinjiang and Zhongshan of Guangdong. The data collected were entered and analyzed using SPSS 20.0. Statistical analyses included descriptive statistics, factor analyses, reliability analyses, productmoment correlations, independent-sample t-tests, One-way ANOVA and regression analyses. Results: The Kaiser-Meyer-Olkin value for the factor analysis of the scale was 0.979.The Cronbach's a for the reliability analysis was 0.978. All the Pearson correlation coefficients were positive and statistically significant. Visitors to out-patient facilities reported more positive perception than visitors to in-patient facilities on tangibles (t = 4.168, P < 0.001) and reliability (t = 1.979, P < 0.05). Patients of 60 years of age and above reported more positive perception than those between 40 and 49 on reliability (F = 3.311, P = 0.010), assurances (F = 2.751, P < 0.05) and empathy (F = 4.009, P = 0.003). For the five dimensions of the scale, patients in Laibin, Guangxi reported the most positive perceived service quality, followed by patients in Shanghai. On the other hand, patients in Chongqing and Nanning and Guilin of Guangxi reported relatively poor journal homepage: www.elsevier.com/locate/apjtb Asian Pac J Trop Biomed 2015; 5(6): 497-504 497 2221-1691/Copyright © 2015 Hainan Medical University. Production and hosting by Elsevier (Singapore) Pte Ltd. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).perceptions of service quality. Standardized regression coefficients showed statistically significant (P < 0.001) positive values for all ServQual dimensions. Empathy (b = 0.267) and reliability (b = 0.239) most strongly predicted perception of service quality. Conclusions: Chinese patients perceived service quality as satisfactory. Hospitals in various regions of China should enhance their awareness and ability to serve their patients.

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“…With regard to education, users with higher levels of education demonstrated lower expectations and perceptions in relationship to the programs. A positive correlation was present between expectations and perceptions, loyalty and perceptions of the service; however there was no positive correlation between expectation and loyalty (12) .…”

Section: Service Quality: a Psychometric Scale Of The Dimension Of Qumentioning

confidence: 72%

“…In Brazil, several studies have proposed it for gauging satisfaction levels of users and managers of health services (2,(9)(10)(11)(12)(13) .…”

mentioning

confidence: 99%

The use of the quality model of Parasuraman, Zeithaml and Berry in health services

Pena

Silva

Tronchin

et al. 2013

Rev. esc. enferm. USP

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RESUMOTrata-se de um artigo teórico acerca do modelo de avaliação de qualidade em serviços de saúde proposto por Parasuraman, Zheitaml e Berry, a fim de mensurar o grau de satisfação de usuários. Tal modelo baseia-se na análise de expectativas e percepções de usuários de serviços de saúde, por meio de cinco dimensões: tangibilidade, confiabilidade, responsividade, garantia e empatia. Da diferença entre o que é esperado pelo usuário e o serviço oferecido derivam os gaps, ou lacunas, que podem ser o principal obstáculo para que os usuários percebam a prestação desses serviços com qualidade. Observou-se que a utilização da escala psicométrica denominada Service Quality (SERVQUAL), em alguns estudos sobre satisfação, obteve resultados bastante favoráveis nas instituições em que foi empregado. Evidenciou-se a necessidade de aprimorar os modelos de avaliação existentes, bem como a importância de medir a satisfação dos usuários nas instituições de saúde. DESCRITORES RESUMENArtículo teórico sobre el modelo de evaluación de la calidad en los servicios de salud, propuesto por Parasuraman, Berry y Zheitaml con el fin de medir el grado de satisfacción de los usuarios. Tal modelo está basado en el análisis de las expectativas y percepciones de los usuarios de los servicios de salud, y mide cinco dimensiones: la confiabilidad, la sensibilidad, la intangibilidad, la garantía y la empatía. De la diferencia entre lo que el usuario espera y el servicio ofrece, derivan las lagunas, o vacíos, que pueden ser el principal obstáculo para que los usuarios perciban la prestación de esos servicios con calidad. Se observó que la utilización de la escala psicométrica, llamada Service Qualiy (SERVQUAL), utilizada en algunos estudios de satisfacción, obtuvo resultados bastante favorables en las instituciones en que fue utilizado. Se evidenció la necesidad de mejorar los modelos de evaluación existentes, así como la importancia de medir la satisfacción de los usuarios en las instituciones de salud. DESCRIPTORES INTRODUCTIONQuality models emerged in the late 1970s, as a result of numerous studies proposing concepts, operationalizations and systematization for quality services. Already the subjectivity present in the perception of quality is being incorporated through different approaches and their consequences.The first essays on the topic of quality in service suggested starting from comparisons between what users considered that they should be offered by the provider and what he actually offered (1) . In this direction, quality service can be considered the ratio of the level of service effectiveness and expectations of the user. Thus, to promote quality service means to meet the needs and expectations of a user in an effective manner (1) .To evaluate a service is more complex than to evaluate a product, because the product is tangible and its defects can be detected, its functioning assessed and its durability compared. Conversely, service is first purchased and then it is produced and consumed simultaneously, and then the possible noncon...

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Chronic kidney-disease screening service quality: questionnaire survey research evidence from Taichung city

Cited by 32 publications

References 27 publications

Service quality of private hospitals: The Iranian Patients' perspective

Service quality of private hospitals: The Iranian Patients' perspective

Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale

The use of the quality model of Parasuraman, Zeithaml and Berry in health services

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