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Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL

Hospital healthcare service quality measurement represents an important approach for advancing healthcare systems. This paper presents preliminary results of a research on the quality of healthcare services provided by a large, public, university hospital centre in Croatia, based on the Gaps Model o...

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Autores principales: Ozretić Došen, Đurđana, Škare, Vatroslav, Čerfalvi, Vesna, Benceković, Željka, Komarac, Tanja
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Sestre Milosrdnice University Hospital and Institute of Clinical Medical Research, Vinogradska cesta c. 29 Zagreb 2020
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7808225/
https://www.ncbi.nlm.nih.gov/pubmed/33456116
http://dx.doi.org/10.20471/acc.2020.59.02.12
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author Ozretić Došen, Đurđana
Škare, Vatroslav
Čerfalvi, Vesna
Benceković, Željka
Komarac, Tanja
author_facet Ozretić Došen, Đurđana
Škare, Vatroslav
Čerfalvi, Vesna
Benceković, Željka
Komarac, Tanja
author_sort Ozretić Došen, Đurđana
collection PubMed
description Hospital healthcare service quality measurement represents an important approach for advancing healthcare systems. This paper presents preliminary results of a research on the quality of healthcare services provided by a large, public, university hospital centre in Croatia, based on the Gaps Model of Service Quality and the SERVQUAL instrument. The importance of particular service quality dimensions was analyzed, as well as the gaps between patient perceptions and expectations of healthcare services provided by 18 departments of the university hospital centre. Results revealed the gaps that exist at the level of the university hospital centre as a whole, showing the size variations in different service quality dimensions. The management of the university hospital centre should improve healthcare service quality in all dimensions by paying particular attention to the ‘responsiveness’ and ‘tangibility’, where the largest gap was identified.
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spelling pubmed-78082252021-01-15 Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL Ozretić Došen, Đurđana Škare, Vatroslav Čerfalvi, Vesna Benceković, Željka Komarac, Tanja Acta Clin Croat Original Scientific Papers Hospital healthcare service quality measurement represents an important approach for advancing healthcare systems. This paper presents preliminary results of a research on the quality of healthcare services provided by a large, public, university hospital centre in Croatia, based on the Gaps Model of Service Quality and the SERVQUAL instrument. The importance of particular service quality dimensions was analyzed, as well as the gaps between patient perceptions and expectations of healthcare services provided by 18 departments of the university hospital centre. Results revealed the gaps that exist at the level of the university hospital centre as a whole, showing the size variations in different service quality dimensions. The management of the university hospital centre should improve healthcare service quality in all dimensions by paying particular attention to the ‘responsiveness’ and ‘tangibility’, where the largest gap was identified. Sestre Milosrdnice University Hospital and Institute of Clinical Medical Research, Vinogradska cesta c. 29 Zagreb 2020-06 /pmc/articles/PMC7808225/ /pubmed/33456116 http://dx.doi.org/10.20471/acc.2020.59.02.12 Text en http://creativecommons.org/licenses/by-nc-nd/4.0/ This is an open-access article distributed under the terms of the Creative Commons Attribution Non-Commercial No Derivatives (CC BY-NC-ND) 4.0 License.
spellingShingle Original Scientific Papers
Ozretić Došen, Đurđana
Škare, Vatroslav
Čerfalvi, Vesna
Benceković, Željka
Komarac, Tanja
Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL
title Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL
title_full Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL
title_fullStr Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL
title_full_unstemmed Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL
title_short Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL
title_sort assessment of the quality of public hospital healthcare services by using servqual
topic Original Scientific Papers
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7808225/
https://www.ncbi.nlm.nih.gov/pubmed/33456116
http://dx.doi.org/10.20471/acc.2020.59.02.12
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