Exploring the Gap Between Patients’ Expectations and Perceptions of Healthcare Service Quality
Gespeichert in:
| Titel: | Exploring the Gap Between Patients’ Expectations and Perceptions of Healthcare Service Quality |
|---|---|
| Autoren: | Ashraf A'aqoulah, Ahmed Bawa Kuyini, Samir Albalas |
| Quelle: | Patient Prefer Adherence Patient Preference and Adherence, Vol Volume 16, Pp 1295-1305 (2022) |
| Verlagsinformationen: | Informa UK Limited, 2022. |
| Publikationsjahr: | 2022 |
| Schlagwörter: | Medicine (General), 03 medical and health sciences, R5-920, 0302 clinical medicine, Patient Preference and Adherence, 0502 economics and business, 05 social sciences, patients' expectations, healthcare services quality, patients' perceptions, hospitals, Original Research, 3. Good health |
| Beschreibung: | This study aimed to explore the gap between patients' expectations of healthcare service quality in Jordanian hospitals against their perceptions of service received using SERVQUAL model.The study used a cross-sectional design. The study data were collected randomly from 415 patients (participants) who completed the SERVEQUAL questionnaire. The data were analyzed using statistical procedures such as descriptive, t-test, and ANOVA.The results showed that there is a gap between mean score of patients' expectations of what should be available in the hospital and patients' perceptions of the service received in the hospital. Patients' expectations were higher than their perceptions on all five SERVQUAL domains (Tangibles, Reliability, Responsiveness, Assurance, and Empathy).Hospital managers should take necessary actions to improve healthcare services in their hospitals with respect to all SERVQUAL domains. These actions should be directed to reduce the gap between patients' expectation and their perceptions in order to provide services meet patients' needs. |
| Publikationsart: | Article Other literature type |
| Dateibeschreibung: | text/html |
| Sprache: | English |
| ISSN: | 1177-889X |
| DOI: | 10.2147/ppa.s360852 |
| Zugangs-URL: | https://pubmed.ncbi.nlm.nih.gov/35645558 https://doaj.org/article/57e2d08b1e5640d8922a461b10ba2c57 https://www.dovepress.com/exploring-the-gap-between-patients-expectations-and-perceptions-of-hea-peer-reviewed-fulltext-article-PPA |
| Rights: | CC BY NC URL: http://creativecommons.org/licenses/by-nc/3.0/This work is published and licensed by Dove Medical Press Limited. The full terms of this license are available at http://www.dovepress.com/terms.php and incorporate the Creative Commons Attribution – Non Commercial (unported, v3.0) License (http://creativecommons.org/licenses/by-nc/3.0/ (http://creativecommons.org/licenses/by-nc/3.0/) ). By accessing the work you hereby accept the Terms. Non-commercial uses of the work are permitted without any further permission from Dove Medical Press Limited, provided the work is properly attributed. For permission for commercial use of this work, please see paragraphs 4.2 and 5 of our Terms (http://www.dovepress.com/terms.php). |
| Dokumentencode: | edsair.doi.dedup.....1ecf7f88b7e020ccd08543bb135160d1 |
| Datenbank: | OpenAIRE |
Full Text 
Full Text Finder 
Nájsť tento článok vo Web of Science | Abstract: | This study aimed to explore the gap between patients' expectations of healthcare service quality in Jordanian hospitals against their perceptions of service received using SERVQUAL model.The study used a cross-sectional design. The study data were collected randomly from 415 patients (participants) who completed the SERVEQUAL questionnaire. The data were analyzed using statistical procedures such as descriptive, t-test, and ANOVA.The results showed that there is a gap between mean score of patients' expectations of what should be available in the hospital and patients' perceptions of the service received in the hospital. Patients' expectations were higher than their perceptions on all five SERVQUAL domains (Tangibles, Reliability, Responsiveness, Assurance, and Empathy).Hospital managers should take necessary actions to improve healthcare services in their hospitals with respect to all SERVQUAL domains. These actions should be directed to reduce the gap between patients' expectation and their perceptions in order to provide services meet patients' needs. |
|---|---|
| ISSN: | 1177889X |
| DOI: | 10.2147/ppa.s360852 |