Assessing Obstetrics Perceived Service Quality at a Public Hospital

Abstract

Assessing service quality has become a major issue in the healthcare sector. Although direct evaluation has already taken place, literature is scarce in terms of the impact the distance covered by the user has on perceived service quality. The aim of this study was to assess the influence distance has on perceived service quality when no similar service alternatives are available. The Servperf instrument was used to collect data. All women who delivered babies in autumn 2011 were respondents to the questionnaire. Exploratory analysis was used to test research hypotheses. Cronbach's alphas were computed to assess internal consistency. Findings show that Assurance is the quality dimension that contributes the most to patients' perceived service quality and Tangibles is the one that contributes the least. It was also possible to conclude that the distance the patient has to cover to be served and its educational level influence patients' perception of the service provided.

The Effect of Service Quality and Facilities on Patient Satisfaction (Study at the Tanah Sepenggal Health Center in Bungo District)

“…Research conducted to measure service quality using models from Parasuraman, SERQUAL with 5 dimensions, the results of previous studies there are differences (Yunus et al, 2013); (Aliman & Mohamad, 2016); (Kazemi et al, 2013); (Martins et al, 2015) in addition to measuring patient satisfaction is also influenced by facilities (Javed et al, 2019). This research was conducted by maintaining these five dimensions by adding facilites variables.…”

“…Patients who feel satisfied with the services provided will save time in handling complaints (Kazemi et al, 2013) the quality of service becomes very important for customers or users of suits (Alghamdi, 2014); (Kheng et al, 2010). ISSN 2162-3058 2020 Service quality of using the SERVQUAL concept developed by Parasuraman, Zeithaml is widely used in some literature, which is generally to measure customer satisfaction in the banking world but in the public area is directly related to many people such as the health service sector many use this concept, service quality is influenced by factors age, place of residence and education (Martins et al, 2015) are the final outcomes that are related and dependency between various components. The quality of health care is the level where it can meet good professional standards in patient care and the realization of the end results as expected with regard to care, diagnosis, action, and technical problem solving.…”

Impact of Service Quality on Patient Satisfaction: In a Public Hospital in Cap Vert

“…To sustain the advantage and be ahead of their rivals' organisations must focus on customers' needs and demands by fulfilling customer's expectations with improved service quality (Klementova, Zavadsky, & Zavadska, 2015;Martins, de Carvalho, Ramos, & Fael, 2015).…”

Medición de calidad de servicio mediante el modelo SERVQUAL: el caso del Juzgado de Garantía de la ciudad de Puerto Montt - Chile

“…Cabe mencionar que las dimensiones de la escala SERVQUAL fueron creadas de manera genérica para cualquier tipo de organización, y además sólo recogen la percepción del cliente en un momento específico del tiempo [38]. Como respuesta a esto, en la literatura se encuentran autores que basados en el modelo original SERVQUAL, innovaron al adaptar el cuestionario a sectores económicos específicos.…”