Gap of services quality expectation and perception based on SERVQUAL model in the selected hospital outpatient clinics affiliated with Iran University of Medical Sciences

Hashjin, Asgar Aghaei; Farrokhi, Pouria; Aryankhesal, Aidin

doi:10.29252/jha.23.3.55

Cited by 3 publications

(3 citation statements)

References 26 publications

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“…This finding of this study showed a negative gap in which the service provided or perceived quality of care has not met the expected quality of service by patients. The findings of this study are in line with a studies conducted in India41 and Iran42 that assessed the service quality of hospital outpatient department services, where the overall total unweighted gap in service quality using the SERVQUAL tool was found to be −1.63 and −1.56, respectively. In addition, the findings of this study are similar to those of a study conducted in the outpatient setup of Eastern Saudi Arabian hospitals, with an overall gap of −1.2±0.8 (40).…”

Section: Discussionsupporting

confidence: 89%

Gap analysis of service quality and associated factors at the oncology center of Tikur Anbessa Specialized Hospital, Addis Ababa, Ethiopia, 2022: a cross-sectional study

Wasihun,

Addise,

Nega

et al. 2024

BMJ Open

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ObjectiveTo measure the gap between expectations of patients with cancer for oncology services and their perceptions of the actual service and to identify associated factors at the oncology centre of Tikur Anbessa Specialized Hospital, Ethiopia.DesignAn institutional-based cross-sectional study design was conducted using the service quality (SERVQUAL) tool from March to April 2022 on a sample of 256 hospitalised patients with cancer at the oncology centre of Tikur Anbessa Specialized Hospital. A paired Wilcoxon test and Kruskal-Wallis tests were used to determine the statistically significant difference between expectation and perception and to quantify the strength of association between the level of gap in the quality of oncology service and dependent variables, respectively.ResultsOut of 256 patients with cancer included in the study, all of them agreed and participated, making the response rate 100%. The overall gap in service quality explained by the mean and SD is −1.42 (±0.41). The overall score for expectation and perception is 4.24 (±0.31) and 2.82 (±0.37), respectively. Being female, age greater than 65, having a college degree and above, being a patient with cervical cancer, patients with stage 4 cancer and patients who waited for more than 12 months for radiotherapy were found to have a statistically significant higher expectation compared with their perceived care in one or more dimensions of the SERVQUAL tool.ConclusionPatient perceptions of the quality of service they received were lower than their expectations of the quality of service in all service quality aspects at Tikur Anbessa Specialized Hospital’s oncology centre, implying unmet quality expectations from the oncology service users, with tangibility, assurance and empathy being the dimensions with the highest gap recorded, respectively. Therefore, the hospital and other stakeholders should strive to exceed patient expectations and the overall quality of care.

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Section: Discussionsupporting

confidence: 89%

Gap analysis of service quality and associated factors at the oncology center of Tikur Anbessa Specialized Hospital, Addis Ababa, Ethiopia, 2022: a cross-sectional study

Wasihun,

Addise,

Nega

et al. 2024

BMJ Open

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“…Apabila nilai gap yang didapat negatif, berarti ekspektasi konsumen lebih tinggi dari pada persepsi konsumen. Nilai gap negatif adalah awal dari evaluasi pengembangan bisnis (Hashjin et al, 2020). Dengan demikian berarti perusahaan belum mampu memenuhi keinginan konsumen.…”

Section: Kerangka Berpikir Kajian Ini Adalah Sebagai Berikutunclassified

Analisa Kepuasan Konsumen Terhadap Kualitas Pelayanan Musik Studio dengan Metode Servqual

Hasibuan

Ratnasari

2021

JTM

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Semakin tinggi tingkat jumlah studio, dan konsumen yang semakin kritis mengakibatkan persaingan ketat pada dunia bisnis industri studio. Keberhasilan khususnya dibidang jasa studio musik, bergantung pada kemampuan untuk memenuhi kebutuhan dan selanjutnya untuk memuaskan konsumen. Tujuan penelitian ini ialah mendapatkan faktor-faktor yang mencerminkan persepsi dan harapan pelanggan yang kemudian dihitung dengan metode servqual dan menentukan karakteristik kebutuhan pelanggan untuk meningkatkan kualitas pelayanan sehingga dapat memenuhi kepuasan konsumen DM musik studio. Dari pengolahan data yang dilakukan dengan program SPSS 18.0 for windows, maka didapat r = 0,368 dengan variabel persepsi kepuasan konsumen 0,397 dan variabel persepsi harapan 0,422 yang berarti terdapat pengaruh kualitas pelayan terhadap kepuasan konsumen. Berdasarkan hasil analisa maka dapat disimpulkan bahwa kualitas pelayanan sangat berpengaruh dan berperan aktif terhadap kepuasan konsumen DM musik studio.

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“…The study collected data from patients using a questionnaire, and the results were analyzed using statistical methods. The authors concluded that there were significant gaps between patients' expectations and perceptions of service quality in outpatient clinics [2].…”

Section: Literature Reviewmentioning

confidence: 99%

Factors Influencing Consumer Satisfaction in Platform-Based Companies: A SERVQUAL Model Study in the Internet+ Era

Pan

2023

AEMPS

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With the continuous development of Internet technology, Internet+ has become a hot topic today. In this context, companies need to pay more attention to consumer satisfaction in order to improve their market competitiveness. Therefore, this paper aims to explore the influencing factors of satisfaction in the Internet+ perspective and conduct a comparative study of different influencing factors. The purpose of this paper is to investigate the factors influencing consumer satisfaction based on the SERVQUAL model in the Internet+ perspective. Through a review of related literature, this paper summarizes the changes in consumer needs in the Internet+ perspective and the applicability of the SERVQUAL model in the Internet+ environment. Based on this, this paper constructs a research framework of consumer satisfaction influencing factors based on the SERVQUAL model and proposes the following influencing factors: service quality, price, brand image, product quality, marketing strategy, etc. At the same time, the definition of satisfaction is explained and the influencing factors of satisfaction are sorted out in this paper. Subsequently, this paper presents a detailed analysis of the influencing factors of satisfaction in the Internet+ perspective, including product quality, service quality, price, brand image, etc. This paper adopts a questionnaire survey to investigate the consumers of platform-based companies and conducts a statistical analysis of the survey results. By comparing the consumer satisfaction of the platforms, this paper derives the degree of influence of different influencing factors on satisfaction.

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Gap of services quality expectation and perception based on SERVQUAL model in the selected hospital outpatient clinics affiliated with Iran University of Medical Sciences

Cited by 3 publications

References 26 publications

Gap analysis of service quality and associated factors at the oncology center of Tikur Anbessa Specialized Hospital, Addis Ababa, Ethiopia, 2022: a cross-sectional study

Gap analysis of service quality and associated factors at the oncology center of Tikur Anbessa Specialized Hospital, Addis Ababa, Ethiopia, 2022: a cross-sectional study

Analisa Kepuasan Konsumen Terhadap Kualitas Pelayanan Musik Studio dengan Metode Servqual

Factors Influencing Consumer Satisfaction in Platform-Based Companies: A SERVQUAL Model Study in the Internet+ Era

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