Application of SERVQUAL Model in Patient Satisfaction Survey

DOI

10.2991/978-2-38476-040-4_25How to use a DOI?

Keywords

service quality; patient satisfaction; the public hospitals in eastern China; the SERVQUAL model; and expectation vs. perception

Abstract

The influx of private capital into China’s medical market forces the reform of public hospitals to improve service quality and patient satisfaction. However, there is no valid satisfaction survey approach. SERVQUAL model’s widespread use has shown that it objectively measures customer satisfaction. This study tests the feasibility and reliability of the SERVQUAL model in evaluating patient satisfaction. According to the requirements of the SERVQUAL model, a satisfaction questionnaire was designed. 400 Shandong C People’s Hospital patients were randomly selected as an example from March to December 2020, and the questionnaire was distributed. The completed questionnaire was statistically analyzed. 367 of 388 questionnaires were valid. The analysis found: that 1. Per capita household income and education may alter medical service expectations and perceptions. 2. Most patients prefer to go to tertiary hospitals. 3. Patients’ expectations and impressions of service quality differ in five characteristics (p < 0.001), respectively -1.19 for tangibility, -1.7 for reliability, -1.49 for reactivity, -1.59 for assurance, and -1.65 for empathy. The absolute average difference is -1.53. The quantitative index of patients’ overall satisfaction with hospital service quality was 73.32%. Thus, SERVQUAL may assess patient satisfaction. The model’s calculations are trustworthy and can be used to compare hospital service quality over time or between hospitals.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Wei Liu
AU  - LIU Xiaohang
PY  - 2023
DA  - 2023/04/24
TI  - Application of SERVQUAL Model in Patient Satisfaction Survey
BT  - Proceedings of the International Conference on Education, Humanities, and Management (ICEHUM 2022)
PB  - Atlantis Press
SP  - 295
EP  - 313
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-040-4_25
DO  - 10.2991/978-2-38476-040-4_25
ID  - Liu2023
ER  -