Measuring service quality in a hospital colposcopy clinic

Wisniewski, Mik; Wisniewski, Hazel

doi:10.1108/09526860510594776

Cited by 98 publications

(86 citation statements)

References 34 publications

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“…This may be because of their expectations having been met to a large extent in this dimension. Our finding in this section is parallel to a number of works [24,25,28] whereas is not consistent with some other studies [9,[18][19][20]. As a part of effective provision of quality services it is necessary to be aware of customer expectations.…”

Section: Discussionsupporting

confidence: 78%

“…From the respondents view, assurance was the most important dimension which is consistent with some earlier studies results [12,18] and is inconsistent with others [25,[30][31][32]. The respondents viewed the empathy as the least important dimension.…”

Section: Discussionsupporting

confidence: 51%

“…SERVQUAL has been widely used in various service industries to assess service quality. SERVQUAL was applied by Wisniewski and Wisniewski (2005) in a Scottish colposcopy clinic and their finding showed that the largest negative gap was in reliability dimension [18]. Result of Sharifirad et al (2012) study on clients of primary health care centers in Iran identified that the least mean quality gap and the highest one were in assurance and tangible dimensions respectively [19].…”

Section: Introductionmentioning

confidence: 99%

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Quality Gap of Family Health Care Services in Kashan Health Centers: An Iranian Viewpoint

Bidgoli

Kebriaei

Moosavi

2016

ILSHS

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Abstract. Patients' viewpoints are commonly used to assess quality of care in diverse healthcare organizations. The purpose of the current study is to investigate quality gap of family health care through measuring differences between clients' perceptions and expectations at Kashan city health centers in Iran. A cross-sectional design was applied in 2013. The study sample was composed of 384 women clients of family health services randomly selected from Kashan city health centers. The SERVQUAL questionnaire was used for data collection. Service quality gap was measured by computing the difference between the rating respondents assign to expectations and perceptions statements. For pair wise comparison of the expectations and perceptions the Wilcoxon Signed Rank test was used. Internal consistency of the scale was confirmed with Cronbach's Alpha coefficients.In all dimensions of the services a significant (P<0.001) negative quality gap was observed. The maximum quality gap was in the tangibility (-0.60±0.37) and the minimum one was in the responsiveness (-0.41±0.31) dimension. The findings of the research demonstrated that there was negative gap between clients' expectations and perceptions in all dimensions of the services. Thus, family health care managers should apply improvements in all five dimensions of the services.

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Section: Discussionsupporting

confidence: 78%

Section: Discussionsupporting

confidence: 51%

Section: Introductionmentioning

confidence: 99%

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Quality Gap of Family Health Care Services in Kashan Health Centers: An Iranian Viewpoint

Bidgoli

Kebriaei

Moosavi

2016

ILSHS

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“…Lee and Yom (2007) have modified the instrument to make it more suitable to the nursing services. The SERVQUAL scale has been used in a wide variety of studies in health-care to assess perceptions of SQ in a number of service categories such as nursing homes (Kilbourne et al, 2004), colposcopy clinics (Wisniewski, 2005), hospitals (Taner and Anthony, 2006).…”

Section: Methodsmentioning

confidence: 99%

A Model of Quality of Work Life, Life Satisfaction and Service Quality

Mohamad¹,

Mohamed²

2012

AJBR

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The study was conducted with the purpose of identifying the impact of Quality of Work Life (QWL) on Life Satisfaction (LS) and Service Quality (SQ) among nurses in the public hospitals. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used to examine the internal reliability of a measure and structural equation modelling (SEM) was used to test the goodness of the proposed hypothesised model. The findings of the study supported the first two proposed hypotheses that postulated firstly, that the higher the perceived QWL, the higher the LS and, secondly, the higher the perceived QWL, the higher the perceived nursing SQ. The third hypothesis stated that the higher the LS, the higher the nursing SQ was not supported. The implication of the study suggests that nursing staff with high quality of QWL would deliver high SQ and at the same time achieve high LS.

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“…29): "pouzdanost, poverenje, opipljivost, empatija i pristupačnost". Ovim modelom meri se kvalitet usluga kao i gepovi između očekiva-nog i pruženog nivoa usluga, ali ne i uzroci propusta u kvalitetu za šta je potrebno koristiti druge pristupe (Wisniewski & Wisniewski, 2005). Za razliku od SER-VQUAL modela koji se zasniva na percepcijama i oče-kivanjima, potrebno je spomenuti i SERVPERF model koji se temelji isključivo na percepcijama ostvarenih performansi (Cronin & Taylor, 1992, 1994).…”

Section: Kvalitet Uslugaunclassified