A New Application of the SERVQUAL Method for the Evaluation of the Quality of Medical Services

Open access

Abstract

This study was designed to determine the quality of service through the evaluation of hospitalized patients. An analysis of hospitalized patients’ subjective feelings towards service quality was carried out, in the context of the application of the SERVQUAL method. The pilot study was conducted in a Silesian hospital in a group of 29 young patients (women: 16, men: 13, average age: 16) diagnosed with kidney disease. The study used a standard sheet of 22 SERVQUAL statements and an analysis of the significance of the 5 areas of quality material important for the patient. According to the respondents, the most important of the 5 features that influence the quality of life is the ability of the ward staff to provide adequate medical services (24.48%.) The least important were the aesthetics and ergonomics of rooms (15.31%). Service quality gaps were seen in all the five dimensions as well as in the overall service quality. Hence, the following conclusions could be made: 1. The SERVQUAL method helps to identify discrepancies between perceptions of patients’ expectations in all the dimensions of quality of medical services. 2. For patients, the least important is the material dimension, whereas the one most affecting them is the dimension associated with the reliability of medical services. 3. An improvement of the level of satisfaction with the quality of medical services requires proper planning and effectiveness of implementation of health care services. 4. Research should be conducted on a larger population of patients.

If the inline PDF is not rendering correctly, you can download the PDF file here.

  • Aghamolaei T. Eftekhaari T. E. Rafati S. Kahnouji K. Ahangari S. Shahrzad M. E. Kahnouji A. & Hoseini S. H. (2014). Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective. BMC Health Services Research 14: 322. doi:

    • Crossref
    • Export Citation
  • Brooks R. F. Lings I. N. & Botschen M. A. (1999). International marketing and customer driven wave fronts. Service Industries Journal 19(4) 49-67.

  • Domowicz B. (2013). Health care quality perception by hospital patients - a preliminary report. Hygeia Public Health 48(3) 352-354.

  • Gętek M. Nowakowska-Zajdel E. Czech N. Białek A. Muc-Wierzgoń M. & Kokot T. (2010). Jakość życia pacjentow dializowanych i po przeszczepie nerek. Annales Academiae Medicae Silesiensis 64(5-6) 23-30.

  • Grönroos Ch. (1990). Service Management and Marketing. Lexington Books.

  • Lee H. Delene L. M. Bunda M. A. & Kim C. (2000). Methods of measuring health-care service quality. Journal of Bussines Research 48(3) 233-246.

  • Lewandowski R. (2008). Pomiar jakości usług medycznych z wykorzystaniem metody SERVQUAL. Problemy Jakości 9 30-35.

  • Manulik S. Rosińczuk J. & Karniej P. (2016). Evaluation of health care service quality in Poland with the use of SERVQUAL method at the specialist ambulatory health care center. Patient Preference and Adherence 10 1435-1442.

  • Nekoei-Moghadam M. & Amiresmaili M. R. (2011). Hospital services quality assessment: Hospitals of Kerman University of Medical Sciences as a tangible example of a developing country. International Journal of Health Care Quality Assuance 24(1) 57-66.

  • Ostrzyżek A. (2008). Jakość życia w chorobach przewlekłych. Problemy Higieny i Epidemiologii 89(4) 467-470.

  • Rutkowski B. (Ed.). (2008). Leczenie nerkozastępcze w praktyce pielęgniarskiej.Gdańsk: Via Medica.

  • Sapilak B. J. Kurpas D. Steciwko A. F. & Melon M. (2006) Czy jakość życia jest istotna dla chorych dializowanych? Na podstawie 3-letniej obserwacji pacjentow. Problemy Lekarskie 45(3) 89-93.

  • Wereda W. & Jończyk J. A. (2016). The role of customer satisfaction in the modern marketing on the example of the market of dental services. Zeszyty Naukowe Szkoły Głownej Gospodarstwa Wiejskiego w Warszawie. Polityki Europejskie Finanse i Marketing 16(65) 114-127.

  • Wojtaszek E. & Matuszkiewicz-Rowińska J. (2008). Rola pielęgniarki w multidyscyplinarnym zespole terapeutycznym w leczeniu pacjentow z przewlekłą chorobą nerek. Nefrologia i Dializoterapia Polska 12(1) 44-46.

  • Wolniak R. (2010). Pomiar oczekiwanej i postrzeganej jakości w usługach medycznych. Wspołczesne Zarządzanie. Kwartalnik Środowisk Naukowych i Liderow Biznesu 2 135-137.

  • Zarei A. ArabM. Froushani A. R. Rashidian A. & Tabatabaei S.M. G. (2012). Service quality of private hospitals: The Iranian Patients’ perspective. BMC Health Services Research 12:31. doi:

    • Crossref
    • Export Citation
  • Zeithaml V. A. & Bitner M. J. (1996). Service Marketing. New York: Mc Graw Hill.

Search
Journal information
Impact Factor


Cite Score 2018: 0.29

SCImago Journal Rank (SJR) 2018: 0.138
Source Normalized Impact per Paper (SNIP) 2018: 0.358

Metrics
All Time Past Year Past 30 Days
Abstract Views 0 0 0
Full Text Views 293 120 6
PDF Downloads 170 81 5