scholarly journals Evaluation of the quality of contracted family doctor services based on patient perceptions and expectations: a follow-up analysis from the elderly with chronic diseases in rural Jiangsu, China

BMJ Open ◽  
2021 ◽  
Vol 11 (12) ◽  
pp. e053452
Author(s):  
Shengxuan Jin ◽  
Zhonghua Wang ◽  
Lanlan Tian ◽  
Zhenyu Sun ◽  
Zhenping Lin ◽  
...  
Keyword(s):  
Service Quality ◽  
Chronic Diseases ◽  
Quality Evaluation ◽  
Family Doctor ◽  
The Elderly ◽  
Patient Perceptions ◽  
Quality Model ◽  
Perceived Service Quality ◽  
Perceptions And Expectations

IntroductionThe policy focus of contracted family doctor services (CFDS) has been shifting to improve quality and efficiency in China. The study’s objective was to establish a quality evaluation scale for CFDS based on the perceived service quality model and to assess the service quality from the perspective of patient perceptions and expectations.MethodsData were obtained from a 2-year follow-up survey of CFDS in Jiangsu, China. A total of 1264 elderly people with chronic diseases were tracked. The self-developed scale was designed based on the perceived service quality model. The product scale method was used to assign weighted values, the Wilcoxon signed-rank test was used to compare the differences over the 2 years, and pooled cross-sectional regression was conducted to evaluate the associated factors with the gap scores of service quality.ResultsThere were significant differences between perceptions and expectations in each dimension in the 2 years (p<0.05), and the service quality gaps existed. Over the 2 years, Accessibility and Horizontal continuity were the first-ranked and second-ranked in expectations; the top three scores in perception were Horizontal continuity, Comprehensive service and Accessibility dimensions. The service quality gap in 2020 was smaller than that in 2019 (p<0.05). There were differences in the perception scores in the Vertical continuity, Technical and Economic dimensions and in the expectation scores in the Horizontal continuity, Vertical continuity and Technical dimensions between the 2 years (p<0.05). The factors that were significantly associated with each dimension score included the Jiangsu region, gender, age and education levels (p<0.05).ConclusionThe quality evaluation scale of CFDS has good reliability and validity. Policy efforts should be focused on accelerating the development of medical alliances, optimising medical insurance policies and improving the capacity of family doctor services to meet the needs of the elderly with chronic diseases.

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

scholarly journals Influence of Perceived Service Quality on Customer Loyalty

2020 ◽  
Vol 2 (2) ◽  
pp. 105-121
Author(s):  
Madumere Humphrey Ikenna ◽  
Dickson Ben Uche ◽  
Agu Godswill Agu
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Road Transport ◽  
Quality Model ◽  
Perceived Service Quality ◽  
The Road ◽  
Customer Base ◽  
Transport Industry ◽  
Survey Results ◽  
The Relationship

The purpose of this was to investigate the relationship between perceived service quality and customer loyalty in the road transport industry in Nigeria. Leveraging the RATER service quality model, only reliability, tangibles and responsiveness were explored. Participants were drawn from the customer base of organized road transport firms operating in the South East of Nigeria. Being a quantitative survey, results from 318 valid responses were analyzed with SPSS version 21.  Findings indicate that the three constructs (reliability, tangibles, and responsiveness) are significant predictors of customer loyalty, with reliability having the greatest influence, followed by responsiveness and tangibles. The study recommends steady monitoring of service quality as a step towards customer loyalty in the highly competitive road transport industry in Nigeria.

scholarly journals A Property Perceived Service Quality Evaluation Method for Public Building Based on Multi-Source Heterogeneous Information Fusion

2021 ◽  
Author(s):  
wenjin zuo ◽  
Lijun Liu ◽  
Xiaogang He ◽  
Xingxian Zhang ◽  
Shouzhen Zeng
Keyword(s):  
Service Quality ◽  
Quality Evaluation ◽  
Evaluation Method ◽  
Multidimensional Analysis ◽  
Public Building ◽  
Perceived Service Quality ◽  
Multi Objective ◽  
Service Project ◽  
Service Quality Evaluation ◽  
Evaluation Information

Abstract The basic information of property perceived service quality (PPSQ) evaluation for public building has the characteristics of multi-source heterogeneity, which challenges the traditional perceived service quality evaluation methods. Based on the classical linear programming technique for multidimensional analysis of preference (LINMAP), a multi-objective LINMAP model is constructed and a new PPSQ evaluation method is proposed to solve such problems. Constructing the multi-objective LINMAP model is the core of constructing the new PPSQ evaluation method. The construction idea of the multi-objective LINMAP model is as follows: First, the multi-source heterogeneous evaluation information is normalized based on the TOPSIS idea. Then, the LINMAP model is extended by using the objective function which is constructed with the minimum variance between the multi-source evaluation information. Finally, the source weight and index weight are determined by the above model, the comprehensive distance of each property service project is calculated, and the best choice of property service project is found. The case study verifies the feasibility and effectiveness of the multi-objective LINMAP model, but also reflects the new requirement of comprehensively and objectively evaluates PPSQ for public building.

scholarly journals Measurement of Service Quality using SERVQUAL model in a Mining Environment

2009 ◽  
pp. 42-52
Author(s):  
A.K. Garg ◽  
R. Alvapillai ◽  
I. B. Mathsediso
Keyword(s):  
Service Quality ◽  
Quality Level ◽  
Survey Questionnaire ◽  
Quality Model ◽  
Repair Service ◽  
Five Dimensions ◽  
Mining Environment ◽  
Service Department ◽  
Perceptions And Expectations ◽  
The Relationship

This study applied the reformed service quality model developed by Parasuraman to measure the service quality level and the gaps between perceptions and expectations of a motor company located in a mining environment (Francistown). The data from the three part survey questionnaire was used to examine gaps between perceptions and expectations of the respondents. The findings from a sample of 140 customers show that the service quality level of vehicle repair service department (VRSD) did not fully meet the expectations of the customers of VRSD and gaps were observed in all five dimensions. Paired t-test used to test the significance of difference between out of warranty responses and under warranty responses for expectation and perceptions showed that there were no significant differences between the two groups of customers. Finally the correlation analysis confirmed the strength of the relationship between the service quality and the dimensions studied. Recommendations are made to bridge the gaps between perception and expectation of customers.

A structural equation model of effective variables on service quality in capital industrial goods sector

2014 ◽  
Vol 6 (1) ◽  
pp. 30-42 ◽  
Author(s):  
Seyed Hamid Reza Ghasemian ◽  
Naser Azad ◽  
Hamid Seyedaliakbar
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Quality Model ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception

Purpose – The purpose of this research is analyzing the service quality in capital industrial goods sector by developing a model and new view. So the authors studied several models and articles for exploring the effective variables on service quality and tested them in Aras Haitian Machinery Company that is one of the biggest manufacturers of plastic machinery in Iran and China. Design/methodology/approach – The statistics population included all customers of Aras Haitian Company in 2012 that were scattered in whole Iran and all of them are manufacturers of industrial goods. And finally 102 customers chose by using simple random sampling method. The way of SPSS statistical analysis software was used for exploratory factor analysis and LISREL software for structural equation model (SEM). Findings – Results indicated that there were three new factors (customer perception, customer relation and specialized competencies) that affected on perceived service quality of customers in capital industrial goods sector. The findings showed that these three factors were measured by ten subdimensions through a SEM. Originality/value – This study is the first to explore the effective variables on perceived service quality in capital industrial goods sector with viewpoint of service dominant logic in Iran andalso proposed the first SEM under the rubric of industrial service quality model in this section.

scholarly journals The telephonist and the service quality gap

1992 ◽  
Vol 23 (3/4) ◽  
pp. 82-89
Author(s):  
Jay Owens ◽  
Terese Loggenberg
Keyword(s):  
Service Quality ◽  
Customer Orientation ◽  
Service Firms ◽  
Telephone Service ◽  
Quality Model ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Communications Skills ◽  
Regular Measurement ◽  
Perceptions And Expectations

With this research customer perceptions and expectations of the in-house telephone service were investigated in four service organizations. Service quality was measured by means of a multiple item scale for measuring customer perceptions. The findings were supported by inputs from the managers and telephonists of these firms. The results showed that overall the quality of the service, provided by the in-house telephone service in the companies investigated, lagged behind customer expectations. The indicators for the gaps on the conceptual service quality model correlated well with the overall quality scores. Recommendations are made that the managements of service firms should include the telephonists in their overall service quality management, and provide more training on communications skills on service and customer orientation for the telephonists. Telephonists should also receive more support from management and staff since they feel left out of the organization. The regular measurement and monitoring of service quality should also include this very important function as first contact with any service company.Met hierdie navorsing word kliente se persepsies en hul verwagtinge van die binneshuise telefoondiens in vier diensorganisasies ondersoek. Diensgehalte is deur middel van 'n veelvoudige item-vraeboog bepaal wat klientepersepsies meet. Die bevindinge is ondersteun deur insette vanaf die bestuurders en die telefoniste van die bogenoemde firmas. Die bevindinge dui daarop dat die algehele gehalte van die diens wat deur die binneshuise telefoondiens aangebied word, nie aan klienteverwagtinge voldoen nie. Die gapings van die diensgehalte-model, korreleer goed met die algehele dienstellings. Aanbevelings word gemaak dat die bestuur van die firmas die telefoniste behoort in te sluit in hul algehele diensgehaltebestuur, en dat meer opleiding in kommunikasiekundigheid, in diens, en opleiding in klientegerigtheid vir telefoniste aangebied behoort te word. Telefoniste behoort meer ondersteuning van beide bestuur en personeel te ontvang, aangesien hulle voel dat hulle nie altyd deel van die organisasie is nie. Die gereelde bepaling en waarneming van diensgehalte behoort ook hierdie baie belangrike funksie, as eerste kontak met enige diensmaatskappy, in te sluit.

Assessing Service Quality in a Telecommunication Firm in Upper East Region of Ghana

2013 ◽  
Vol 824 ◽  
pp. 178-186
Author(s):  
Elkanah Oyetunji ◽  
Jacob Bae
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Survey Questionnaire ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
East Region ◽  
Analysis Technique ◽  
Upper East Region ◽  
The Difference ◽  
Perceptions And Expectations

Service quality is crucial to the continued and successful functioning of any business. The purpose of this paper is to assess the service quality delivered by a telecommunication firm (located in Navrongo, upper east region of Ghana) to its customers. The survey questionnaire which was based on a universally accepted perceived service quality survey model (called SERVQUAL) for measuring service quality was used to collect data from the firms subscribers. The SERVQUAL consists of twenty two items measuring the five essential dimensions of service quality (Tangibles, Reliability, Responsiveness, Assurance and Empathy). A total of 100 subscribers of the telecommunication firm were conveniently sampled. The data obtained were analyzed using the Statistical Package for Social Science (SPSS) version 17.0. Using the gap analysis technique (which measures the difference between the subscribers perceptions and expectations of the service rendered by the firm), the results shows that the firm needs to improve their service in all the five dimensions of service quality covered in this study (a negative value of service quality was obtained in all the five dimensions).

Service Quality Significance in Banking Industry with Reference to India

2016 ◽  
pp. 309-323
Author(s):  
Alok Satishchandra Mittal ◽  
Sunita Jatav
Keyword(s):  
Service Quality ◽  
Banking Industry ◽  
Research Data ◽  
Foreign Banks ◽  
Quality Model ◽  
Perceived Service Quality ◽  
Customer Expectations ◽  
Indian Context ◽  
Time Requirements

This research tried to investigate consumer expectations and perceptions about elements of service quality of most used public, private and foreign banks in Indian context and actual services received by the customers. Apart from service quality this research tried to analyze the best bank in terms of benchmarking, which they follow because every time requirements of customers are changing but according to changing customer expectations what steps banks should take during services was also analyzed in research. Data was analyzed by taking expected – perceived /actual services and gap was determined between both of them. Impact of benchmarking and service quality towards expected and actual services was thus found out with regards to the service quality model concerning the influences of perceived service quality.

Hospital service quality as antecedent of patient satisfaction – a conceptual framework

2018 ◽  
Vol 12 (3) ◽  
pp. 251-269 ◽  
Author(s):  
Swapnarag Swain ◽  
Nirmal Chandra Kar
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Conceptual Framework ◽  
Behavioural Intention ◽  
Hospital Service ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Of Outcome

Purpose The purpose of this paper is to explore dimensions of perceived service quality in hospitals and to develop a conceptual framework showing relationship between hospital service quality, patient satisfaction and their behavioural intention. Design/methodology/approach This paper is based on extensive review of existing literature on hospital service quality, patient satisfaction and behavioural intention. Critical analysis of these literature studies has resulted in determining and defining the dimensions of perceived service quality and establishing relationship between hospital service quality, patient satisfaction and behavioural intention. Findings This study has identified six major areas through which patients perceive quality of service in hospitals. These six areas are technical quality, procedural quality, infrastructural quality, interactional quality, personnel quality, social support quality. Further 20 dimensions of hospital service quality are identified under these 6 major areas. These are clinical procedure, quality of outcome, admission, discharge, waiting time, patient safety, billing and price, follow-up, ambience, availability of resources, accessibility, food, staff attitude, personalised attention, information availability, staff competency, trustworthiness, staff diversity, hospital image and social responsibility. The conceptual framework proposes direct relationship between service quality, patient satisfaction and behavioural intention. Originality/value Though many studies have been conducted on hospital service quality, none of them has been able to project all the possible dimensions to measure the same. The “6-Q framework” developed by this study explores all the possible dimensions of perceived service quality in hospitals.

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