Measuring patient's expectation and the perception of quality in LASIK services

Abstract

BackgroundLASIK is the use of excimer lasers to treat therapeutic and refractive visual disorders, ranging from superficial scars to nearsightedness (myopia), and from astigmatism to farsightedness (hyperopia). The purposes of this study are to checking the applicability and psychometric properties of the SERVQUAL on Lasik surgery population. Second, use SEM methods to investigate the loyalty, perceptions and expectations relationship on LASIK surgery.MethodsThe method with which this study was conducted was questionnaire development. A total of 463 consecutive patients, attending LASIK surgery affiliated with Chung Shan Medical University Eye Center, enrolled in this study. All participants were asked to complete revised SERVQUAL questionnaires. Student t test, correlation test, and ANOVA and factor analyses were used to identify the characters and factors of service quality. Paired t test were used to test the gap between expectation and perception scores and structural equation modeling was used to examine relationships among satisfaction components.ResultsThe effective response rate was 97.3%. Validity was verified by several methods and internal reliability Cronbach's alpha was > 0.958. The results from patient's scores were very high with an overall score of 6.41(0.66), expectations at 6.68(0.47), and perceptions at 6.51(0.57). The gap between expectations and perceptions was significant, however, (t = 6.08). Furthermore, there were significant differences in the expectation scores among the different jobs. Also, the results showed that the higher the education of the patient, the lower their perception score (r = -0.10). The factor loading results of factor analysis showed 5 factors of the 22 items of the SERVQUAL model. The 5 factors of perception explained 72.94% of the total variance there; and on expectations it explained 77.12% of the total variance of satisfaction scores.The goodness-of-fit summary, of structure equation modeling, showed trends in concept on expectations, perceptions, and loyalty.ConclusionThe results of this research appear to show that the SERVQUAL instrument is a useful measurement tool in assessing and monitoring service quality in LASIK service, and enabling staff to identify where improvements are needed, from the patients' perspective. There were service quality gaps in the reliability, assurance, and empathy. This study suggested that physicians should increase their discussions with patients; which has, of course, already been proven to be an effective way to increase patient's satisfaction with medical care, regardless of the procedure received.

Service quality of private hospitals: The Iranian Patients' perspective

“…Generally, the patients have high expectations in private hospitals (4.91 of 5 [≈98%]), which is not unusual and similar to the results of previous studies accomplished in Cyprus [7], Turkey [4] and Taiwan [22,23]. The service quality of private hospitals have been satisfactory from the patients' perspective (4.02 of 5 [≈80%]), although there is much work to do for improvement in all areas of service quality.…”

The effects of a transfer to new premises on patients' perceptions of service quality in a general hospital in Greece

“…The 2006 research was in agreement with the research of Lim and Tang, 2000 which stated that responsiveness had the largest service quality gap (Lim & Tang, 2000). The 2011 research is in agreement with the results from other researchers who state that the largest service quality gap was in the empathy dimension (Lam, 1997;Lin et al, 2009). The results from all the research in the General Hospital of Katerini showed a particularly high gap between expectations and perceptions.…”

“…Several studies related to service quality in healthcare systems have used a modified SERVQUAL scale to measure healthcare service quality and patient satisfaction in hospitals, clinics or medical centre environments (Babakus & Mangold, 1992;Headley & Miller, 1993;Youssef, Nel, & Bovaird, 1995;Lam, 1997;Lim & Tang, 2000;Wisniewski & Wisniewski, 2005;Lin et al, 2009). All the previous research has proved that all dimensions have gaps between expectations and performance.…”

“…However, there are different opinions in the literature about the issue. Several researchers have argued that the largest service quality gap is in reliability (Youssef et al, 1995;Wisniewski & Wisniewski, 2005), others that it is assurance (Babakus & Mangold, 1992;Guiry & Vequist, 2011), others that it is empathy (Lam, 1997;Lin et al, 2009;Altuntas et al, 2012), and one said that knowledge responsiveness had the largest service quality gap (Lim & Tang, 2000). However, in all cases the 'waiting time' variable was the largest service quality gap.…”

Analyzing the Quality Gapsin the Services of Rehabilitation Centers Using the SERVQUAL Technique in Ahvaz, Iran

“…In addition, the competition for quality rehabilitation services has been increasing, as a key element of the healthcare system (9)(10)(11).Overall, the quality of medical services reflects two components: technical and functional. Sincethe evaluation of the technical component (diagnostic and therapeutic processes) is difficult for patients, they are more likely to assess the functional services (services processes) (12).…”