scholarly journals A patient-reported experience measure for community pharmacy including development of a short-form: The perceived service quality scale

2021 ◽  
Author(s):  
Stephen R. Carter ◽  
Ricki Ng ◽  
Sarira El-Den ◽  
Carl R. Schneider
Keyword(s):  
Service Quality ◽  
Community Pharmacy ◽  
Short Form ◽  
Perceived Service Quality ◽  
Quality Scale ◽  
Patient Reported ◽  
Experience Measure

scholarly journals Short form version of the Quality of Trauma Care Patient-Reported Experience Measure (SF QTAC-PREM)

2017 ◽  
Vol 10 (1) ◽  
Author(s):  
Niklas Bobrovitz ◽  
Maria J. Santana ◽  
Jamie Boyd ◽  
Theresa Kline ◽  
John Kortbeek ◽  
...  
Keyword(s):  
Trauma Care ◽  
Short Form ◽  
Care Patient ◽  
Quality Of Trauma Care ◽  
Patient Reported ◽  
Experience Measure

Demographic differences of perceived service quality in emergency rooms of hospital organizations

2017 ◽  
Vol 25 (2) ◽  
pp. 282-294 ◽  
Author(s):  
Avichai Shuv-Ami ◽  
Tamar Shalom
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Design Methodology ◽  
Emergency Rooms ◽  
Bottom Line ◽  
Demographic Differences ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Scale

Purpose The purpose of this paper is to test three visual, demographically based perceptions of service quality at several emergency rooms (ERs) of hospital organizations in Israel. Design/methodology/approach This research is based on the evaluations of 1,002 people who accompanied a patient to hospital ERs in Israel. The data were collected randomly from an internet panel that comprised more than 50,000 people aged over 18 years. Findings The findings showed that female patients were perceived as receiving significantly lower service quality than males; elderly patients were treated well by medical staff, and treatment was similar to all other adult groups; children were perceived as receiving the best service; and religious individuals perceived service quality in ERs at a higher level than non-religious patients. Research limitations/implications The current study uses a service quality scale derived from a marketing scale that was modified to study the quality of service in hospital ERs. The current study measures only differences in visual demographics. Originality/value This paper attempts to provide the ER staff of hospital organizations with some knowledge about the ways which their service is perceived and encourages a more sensitive attitude toward their patients’ needs. This may influence the hospital customer satisfaction and the hospital financial bottom-line.

scholarly journals Perceived quality and loyalty in service operations: a study in banking segment’s corporate person division

2021 ◽  
Vol 28 (1) ◽  
Author(s):  
Marcio Vanderlei Saueressig ◽  
Fabiano Larentis ◽  
Cintia Paese Giacomello
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Financial Institution ◽  
Response Factors ◽  
Perceived Service Quality ◽  
Quality Scale ◽  
Current Context ◽  
Quantitative Descriptive ◽  
Corporate Customers ◽  
The Relationship

abstract: This study aims to verify the relationship between perceived service quality and loyalty among corporate customers of a bank located in the southern region of Brazil. Two research stages were developed, one qualitative exploratory and the other quantitative descriptive. The qualitative stage aimed to collect managers’ and customers’ perceptions about the bank services. This stage has been developed through semi-structured in-depth interviews, which provided input to improve the collection instrument applied in the quantitative stage. A survey with 48 questions was applied to 129 customers, based on SERVPERF service quality scale, Santos’ loyalty scale (2001) and questions added from qualitative stage. The qualitative stage has contributed with a proposal of scale adapted to the current context of the banking sector, corporate customers . In the quantitative stage, through multiple regression analysis, we have identified that empathy, safety and response factors, in descending order of importance, have had a greater impact on loyalty, with a power of explanation of 62%. Additionally, through ANOVA, the results allow us to conclude that means are higher among customers with a longer relationship with the bank, among customers who operate with credit and who have the bank as the main financial institution in terms of investments.

Association of Physical Morbidity and Health-Related Quality of Life in a Representative Sample of Older German People

2018 ◽  
Vol 25 (4) ◽  
pp. 140-151
Author(s):  
Markus A. Wirtz ◽  
Matthias Morfeld ◽  
Elmar Brähler ◽  
Andreas Hinz ◽  
Heide Glaesmer
Keyword(s):  
Quality Of Life ◽  
Representative Sample ◽  
Short Form ◽  
Physical Symptoms ◽  
German Population ◽  
Health Related Quality ◽  
Patient Reported ◽  
Related Quality ◽  
Health Related

Abstract. The association between health-related quality of life (HRQoL; Short-Form Health Survey-12; SF-12) and patient-reported morbidity-related symptoms measured by the Patient Health Questionnaire-15 (PHQ-15) is analyzed in a representative sample of older people in the general German population. Data from 1,659 people aged 60 to 85 years were obtained. Latent class analysis identified six classes of patients, which optimally categorize clusters of physical symptoms the participants reported: musculoskeletal impairments (39.8%), healthy (25.7%), musculoskeletal and respiratory/cardiac impairments (12.8%), musculoskeletal and respiratory impairments, along with bowel and digestion problems (12.9%), general impairments (4.9%), and general impairments with no bowel and digestion problems (4.8%). The participants’ SF-12 Physical Health Scores (η2 = .39) and their Mental Health Scores (η2 = .28) are highly associated with these latent classes. These associations remain virtually identical after controlling for age. The results provide evidence that profiles of patient-reported physical impairments correspond strongly with reduced HRQoL independently from aging processes.

An Event Quality Scale for Participatory Running Events

2020 ◽  
Vol 24 (1) ◽  
pp. 139-152 ◽  
Author(s):  
John Armbrecht
Keyword(s):  
Scale Development ◽  
Service Quality ◽  
Development Process ◽  
Factor Model ◽  
Perceived Quality ◽  
Social Aspects ◽  
Factor Solution ◽  
Quality Scale ◽  
Cognitive Dimensions

This study focuses on the perceived quality of participatory event experiences by addressing the following question: What are the important aspects of the event experience? The aim of this research is to develop and refine a scale to measure the quality of the event experience for runners at a participatory event. The objective is to combine, apply, test, and refine the existing scales to increase our understanding of the perceived quality of events among amateur running athletes. Both affective and cognitive dimensions are included in the scale. Based on seven dimensions and 36 items, a formal scale development process is adopted. The data consist of 1,923 observations collected during a participatory event with approximately 60,000 registered participants. The seven-factor model, including immersion, surprise, participation, fun, social aspects, hedonic aspects, and service quality, was gradually revised in favor of a four-factor solution: service quality, hedonic aspects, fun, and immersion. As a result, 73.1% of the variance is extracted. This study contributes to a refined scale measuring the perceived event quality of participatory events. Service quality accounts for more than half of the variance extracted. Researchers should continue to develop research on the critical experiential dimensions in an event context. Furthermore, the links between the constructs need attention. The results suggest that event organizers should evaluate their events and event portfolios based on the scale and take actions to increase the perceived quality of these events.

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