scholarly journals On the Agreement between Patients’ Perceptions and Expectations about the Quality of Hospital Services

2021 ◽  
Vol 13 (9) ◽  
pp. 33
Author(s):  
Ashraf A’aqoulah ◽  
Raghib Abu Saris ◽  
Omar B. Da’ar
Keyword(s):  
Service Quality ◽  
Quantitative Methods ◽  
Teaching Hospitals ◽  
Quality Of Services ◽  
Hospital Services ◽  
Cross Sectional ◽  
Highly Educated ◽  
And Gender ◽  
Perceptions And Expectations

Minimizing the gap and ensuring agreement between patients’ perceptions and expectations is an indication of a better quality of hospital services. This study aimed to examine the agreement between patients’ perceptions and expectations of the quality of hospital services. A cross-sectional design was adopted, and quantitative methods were employed for data collection. The SERVAQUAL tool was used. The sample size was 415 participants. This study was conducted in Jordanian teaching hospitals. The study population was patients who used outpatient clinics in these hospitals. The study found that there is very low agreement between patients’ expectation and their perceptions. Overall, the perceived service quality was significantly lower than the expected service quality across all of the dimensions used to measure the service quality gap (reliability, responsiveness, assurance, empathy, and tangibles). The results suggest regional variation, where patients who sought care at hospitals in Amman have a four-fold higher perception of the quality of services than patients who visited Irbid hospitals. Also, patients who are more highly educated (Diploma, Bachelor, or Higher Studies) have a higher perception than patients who have less than secondary education. Age and gender were found to have no significant association with patients’ perceptions. The findings of this study suggest that there is a gap between patients’ perceptions and expectations. Thus, there is a need to close this gap by improving patient satisfaction with the quality of services.

SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

2019 ◽  
Author(s):  
Roohi Abbas
Keyword(s):  
Physical Therapy ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Sectional Study ◽  
Cross Sectional ◽  
Public And Private ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.

scholarly journals Analysis of the Effect of Service Quality on the Level of Satisfaction, Trust and Interest in Revisiting Outpatients at the Hospital dr. Soepraoen Malang

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Anang Junaidi ◽  
Sandu Siyoto ◽  
Nurwijayanti Nurwijayanti
Keyword(s):  
Service Quality ◽  
Research Design ◽  
Descriptive Analysis ◽  
Joint Effect ◽  
P Value ◽  
Hospital Services ◽  
Cross Sectional ◽  
Level Of Satisfaction ◽  
Number Of Visits

The hospital as a health service institution is required to provide a complete service and always maintain the quality of its services. Data on the number of visits of patients in the outpatient poly hospital Dr. Soepraoen Malang in the period of 2016-2017 and in 2018 the number of visits has still not increased and there are still complaints from outpatients on the quality of services provided. This shows that the service has not been optimal. The consumer interest in using the services of the same service provider is strongly influenced by the experience of satisfaction with the services provided previously. Patient satisfaction with hospital services will have an impact on repeat visits and trust in the hospital. The purpose of this study was to analyze the effect of service quality on the level of satisfaction, trust and interest in revisiting outpatients in Dr Soepraoen Hospital Malang. The research design used is quantitative by using analytic surveys. The research design uses Cross Sectional with Accidental Sampling method with a sample of 100 respondents. Data collection using closed questionnaires and interviews. The data analysis used is descriptive analysis, and path analysis. The results showed that the Service Quality variable had a significant effect on the Satisfaction variable; Service Quality variables have a significant effect on the Trust variable; Service Quality variables have a significant effect on the Interest of Revisiting and there is also a joint effect of the variable Quality of Service, Satisfaction, Trust has a significant effect on the Interest in Revisiting Outpatient Hospital Dr. Soepraoen Malang with p-value <0.05. Based on the research, it is necessary to do further research qualitatively about unsatisfactory hospital services.

scholarly journals Analysis Quality of Services on and Satisfaction Loyalty Patients Sumberglagah Hospital Mojokerto

2020 ◽  
Vol 3 (2) ◽  
pp. 232-238
Author(s):  
Bambang Priyono ◽  
Indasah Indasah ◽  
Koesnadi Koesnadi
Keyword(s):  
Patient Satisfaction ◽  
Linear Regression ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Quality Of Services ◽  
Hospital Services ◽  
Patient Loyalty ◽  
Regression Test

Hospitals were health facilities that provide individual health services including promotive, preventive, curative and rehabilitative services. Hospital services provided in the form of quality will be able to satisfy patients. Patients satisfied with the services provided can also create patient loyalty. This study aims to determine the effect of service quality on satisfaction and loyalty of patients at Sumber Glagah General Hospital Mojokerto. Research design used in this study a correlation analytic with a cross sectional approach. The population study were all in patients at Sumber Glagah General Hospital Mojokerto in August 2018 as many as 315 patients. The sampling technique used simple random sampling with a sample size of 100 patients. The independent variable was service quality and the dependent variable is satisfaction and loyalty. The instrument used a questionnaire that is tested for its validity and reliability. Data analysis used linear regression with a significance level of 0.05. The results showed that respondents stated that the services of the Sumberglagah General Hospital were of high quality at 56%. Respondents who stated that they were very satisfied were 94%. Respondents who stated were very loyal at 93%. The results of the linear regression test showed that p = 0.025 (α = 0.05) that H0 is rejected means that there is an influence between the quality of service of Sumberglagah Hospital in Mojokerto and patient satisfaction. The results of the linear regression test showed that p = 0.015 means that there is an influence between the quality of services of Sumberglagah Hospital in Mojokerto on patient loyalty. The quality of health services felt by patients is predicted to increase patient satisfaction. Good service quality will affect patient satisfaction as a hospital customer. The more quality the services provided by the hospital, the more patients will feel satisfaction with the services provided. The better quality of hospital services provided to patients will be more loyal patients to the hospital

scholarly journals Improving public library service quality in local city of Indonesia

2018 ◽  
Vol 154 ◽  
pp. 01047
Author(s):  
Prima Fithri ◽  
Afri Adnan ◽  
Verra Syahmer
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Public Library ◽  
Quality Of Services ◽  
The West ◽  
Priority Level ◽  
Perceptions And Expectations ◽  
Air Circulation ◽  
Qfd Method

The purpose of this study is to investigate the gap between perceptions and expectations of users on the services of West Sumatera Province Library as a public sector and determine the priority level of the requirements for the library in order to improve the quality of services based on the dimensions of the service quality. This was done using Servqual and Quality Function Deployment (QFD) method. It was found that, from overall attributes, only one attribute fulfills users’ expectations (it has a positive gap), tangibles element for the attribute of cool air circulation. The ranking of the gap, for all dimensions, is the dimension of responsiveness, assurance, empathy, tangibles and reliability. It indicates that users’s expectations were not being fulfilled yet. The main benefit of this research is to understand user’s perceptions and expectations towards the services provided and to obtain the improvement priority to be taken by the West Sumatera Province Library.

scholarly journals Stakeholders’ perceptions of service quality in hotels

2017 ◽  
Vol 8 (1) ◽  
pp. 19-36
Author(s):  
Eunice Fay Amissah
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
The Other ◽  
Quality Of Services ◽  
Anecdotal Evidence ◽  
Frontline Employees ◽  
Cross Sectional ◽  
Extra Effort ◽  
Management Staff

Ghana is said to have the distinctive peculiarity of delivering poor service and anecdotal evidence suggests that hotel customers, both domestic and international guests have in one way or the other experienced shortfalls in the quality of services offered. Guests have expressed varied needs and expectations during their stay but hotels have not responded adequately. This study explored the perceptual interface between guests and service providers. The study gathered cross-sectional data using questionnaires from 172 hotel guests, 197 frontline employees and 125 management staff. The findings of the study reveal that there were significant differences between guests and service providers’ perceptions of service quality. It is therefore recommended that managers of hotels put in extra effort to minimize the gaps between guests and frontline staff’s perceptions by training employees and treating them as internal clients so that they understand and appreciate how the hotel works in order to satisfy and motivate employees to satisfy customers.

scholarly journals QUALITY OF SERVICE AND HOMESTAY CUSTOMER SATISFACTION USING THE SERVQUAL MODEL

2021 ◽  
Vol 3 (7) ◽  
pp. 59-74
Author(s):  
Najwa Karmila Othman ◽  
Nor Aishah Buang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Early Stage ◽  
Quality Characteristics ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Tourism Services ◽  
The Relationship

The homestay industry is part of the tourism services industry. It is important for homestay operators to provide services that can meet the needs and satisfaction of customers. However, there are some problems related to the quality of services provided by homestay operators that affect customer satisfaction. Problems arise due to a lack of knowledge of the dimensions that can be used to provide quality services. There are five dimensions of the SERVQUAL model that are associated with service quality characteristics and are able to influence homestay customer satisfaction, namely tangible, empathy, responsiveness, reliability, and assurance. This study was conducted with the aim of finding out the relationship between the five dimensions of SERVQUAL service quality with homestay customer satisfaction and identifying the dimensions that most affect customer satisfaction. This study uses quantitative methods and distributed a total of 384 questionnaires to respondents who are local tourists staying at the Hulu Selangor homestay. The results of the study found that the dimensions of tangible, empathy, responsiveness, reliability, and assurance have a positive relationship to customer satisfaction. There are two main dimensions that most affect the satisfaction of homestay customers, namely reliability and assurance. This customer satisfaction is influenced by the treatment received while dealing with homestay employees. Friendly and courteous homestay workers make customers happy and comfortable to get help when needed. Homestay's that provide services efficiently without any errors from the early stage is also able to affect the level of customer satisfaction. Each homestay operator who are concerned with five dimensions and implement them in homestay services will strive to enhance and maintain the quality of the image as the best homestay.

scholarly journals Evaluation of Service Quality From the Patients’ Viewpoint in the Oncology Setting of a University Hospital in Iran

2020 ◽  
Vol 13 (7) ◽  
Author(s):  
MohamadMehdi Derisi ◽  
Maryam Mohseny ◽  
Hamidreza Mirzaei ◽  
Amir Zamani ◽  
Alireza Mosavi Jarrahi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Patient Expectations ◽  
T Test ◽  
Influential Factor ◽  
University Hospital ◽  
Quality Of Services ◽  
Healthcare Organizations ◽  
Cross Sectional

Background: Hospitals are one of the most important units in providing healthcare services. The assessment of the quality of provided services is essential in these settings. Patient satisfaction is one of the key indicators of service quality in healthcare organizations. Objectives: This study aimed at investigating the gap between the perceptions and expectations of service recipients in Shohada-e-Tajrish Hospital (Tehran, Iran), using the SERVQUAL model in 2020. Methods: This cross-sectional study was conducted on patients with cancer, who were upon discharge from Shohada-e-Tajrish Hospital. Patients (> 18 years) with a cancer diagnosis, who were being discharged from the oncology ward of the hospital, were included in this study. The sample size was estimated at 118. The required information was collected, using the modified SERVQUAL questionnaire. Statistical analyses were performed in SPSS version 20, using a paired t test and one-sample t-test. Results: The results showed that the quality of the provided services from the patients’ perspective was significantly lower than their expectations. The mean gap between the expectations and perceptions of patients was significantly above zero (P < 0.001). The most influential factor in improving patient satisfaction with the quality of services was assurance, followed by reliability, while the least effective factor was empathy. The correlation coefficient between the general status of provided services from the patients’ point of view and loyalty was 0.740 (P < 0.001). Conclusions: The findings of the present study indicated that patient expectations were higher than their satisfaction. Therefore, hospital authorities should take major steps to improve the quality of services, especially reliability and responsiveness, through proper planning, prioritization of services, and review of processes contributing to patient expectations. The existing gaps can also be addressed by considering the perspectives of patients as the clients of healthcare organizations.

scholarly journals Patients’ Views on Service Quality in Selected Iranian Hospitals: An Importance-Performance Analysis

2020 ◽  
Vol 21 (9) ◽  
Author(s):  
Ehsan Zarei ◽  
Ali Bagheri ◽  
Abbas Daneshkohan ◽  
Soheila Khodakarim
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Average Length ◽  
Cross Sectional Study ◽  
Hospital Services ◽  
Medical Sciences ◽  
Cross Sectional ◽  
The Mean ◽  
And Performance

Background: One of the basic steps to quality improvement in hospitals is to obtain patients’ feedback. Objectives: The aim of this study was to assess the quality of hospital services from patient’s perspective in hospitals affiliated with the Dezful University of Medical Sciences (DUMS), Dezful, Iran. Methods: In this cross-sectional study, 400 patients were selected from six hospitals of DUMS. The data was collected using the SERVQUAL questionnaire including 22 pairs of questions (organized in two aspects of service importance and performance) in 5 dimensions of tangibility, reliability, responsiveness, assurance and empathy. The importance-performance analysis (IPA) was used to determine the weaknesses of service quality and prioritizing the aspects requiring improvement. Results: The mean age of the patients was 38.5, 32% (n = 128) had academic degrees, 55% (n = 220) were self-employed, and 16.5% (n = 66) did not have health insurance. The average length of day was 7.8 ± 8.3 days. The mean score of the importance and performance were 4.37 ± 0.75 and 3.72 ± 0.94, respectively. The service quality gap was -0.65. Tangibility (-0.68) had the largest negative gap while the smallest gap was related to the reliability (-0.63). The gap between importance and performance was significantly negative in all attributes and dimensions (P < 0.001). The results of the IPA showed that the tangibility was located in the Q VI, reliability and assurance in the Q I, and the responsiveness and empathy in the Q III quadrants. Conclusions: Quality of hospital services did not meet patients’ expectations and there is a room for improvement and obviate the gaps. Decision-makers can further use the results of the IPA to effectively allocate limited resources giving special attentions to the organizational weaknesses.

Faktor-Faktor yang Mempengaruhi Mutu Pelayanan Rekam Medis di Rumah Sakit

2019 ◽  
Vol 14 (2) ◽  
pp. 59
Author(s):  
Rindi Rendarti
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Medical Record ◽  
Medical Records ◽  
Services Quality ◽  
Medical Services ◽  
Quality Of Services ◽  
Hospital Services ◽  
Incomplete Filling

Background: Medical record units as part of supporting medical services in hospitals have an important role in improving the quality of services in hospitals. The indicator of service quality in hospital is measured by incomplete inpatient medical record files. Based on several studies in various hospitals, the complete of inpatient medical record files is around 70% - 80% from 100%. Based on the preliminary data in action research in PKU Muhammadiyah hospital, there were 60 % incomplete in filling the medical resume from 100% target. There are many things that occurred, one of them are about human resources that is affected by behavior, the implementation of operational standards in filling medical records, punish and reward files. Objective: To review the factors that affect the quality of service in medical record units related to improving the quality of hospital services.  Methods: the method of this study used relevant health databases including Scholars by using a combination of  terms: hospital service quality indicators, incompleteness in filling medical medical records, quality of medical record services. Results: The result of this study said that there were related between medical record services and quality of hospital services. The quality indicator in the medical record can be able to be measured was the number of incomplete filling in medical record files. Filling of incomplete medical record files has the potential to reduce the overall quality of hospital services Keywords: quality of medical record services, quality of hospital medical services, incomplete medical record filling

scholarly journals Pengaruh Kualitas Pelayanan Kefarmasian Terhadap Tingkat Kepuasan Pasien Di Empat Apotek Kota Tangerang Selatan

2020 ◽  
Vol 4 (2) ◽  
pp. 198
Author(s):  
Melizsa Melizsa ◽  
Renato Putra Herwina ◽  
Magdalena Niken
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Sampling Method ◽  
Pearson Correlation ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Drug Management ◽  
Cross Sectional

There has been a shift in the orientation of pharmaceutical services from only drug management to comprehensive patient care (Pharmaceutical Care). Some factors that influence the level of patient satisfaction are the quality of pharmaceutical services. The purpose of this study was to determine the Effect of Pharmaceutical Service Quality on Patient Satisfaction Level in Four Pharmacy City of South Tangerang. This research is a type of quantitative analytic research with cross sectional method. This study uses an accidental sampling method by distributing questionnaires to 100 respondents in four South Tangerang city pharmacies. The results showed that the quality of pharmaceutical services has a strong influence on the level of patient satisfaction that has a Pearson correlation of 0.714. The assessment category for the service quality variable produced a pretty good answer (65%) and quite satisfied (75%) forpatient satisfaction. The quality of services provided by the four pharmacies is good, but it must be continuously improved so that there is no decrease in patient satisfaction in the future. 

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