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Measurement of Service Quality Gaps in Dental Services using SERVQUAL in Public Hospitals of Rawalpindi
OBJECTIVES: To measure service quality gaps in dental services provided at public hospitals of the district, Rawalpindi. METHODS: A cross-sectional survey was conducted in two of the public hospitals of the district, Rawalpindi from April to October 2019. Non-probability consecutive sampling was use...
Autores principales: | , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Professional Medical Publications
2021
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8155402/ https://www.ncbi.nlm.nih.gov/pubmed/34104160 http://dx.doi.org/10.12669/pjms.37.3.3436 |
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author | Riaz, Asmaa Sughra, Ume |
author_facet | Riaz, Asmaa Sughra, Ume |
author_sort | Riaz, Asmaa |
collection | PubMed |
description | OBJECTIVES: To measure service quality gaps in dental services provided at public hospitals of the district, Rawalpindi. METHODS: A cross-sectional survey was conducted in two of the public hospitals of the district, Rawalpindi from April to October 2019. Non-probability consecutive sampling was used to include a total number of 400 patients, equally divided between Rural health center (RHC) and Tehsil headquarter (THQ). Face to face interviews were done using a 32-item SERVQUAL in the form of a structured questionnaire where one part of the questionnaire was filled before the treatment and the other after the treatment. Cronbach’s alpha coefficient was found to be 0.90. It was analyzed using SPSS version 25 with descriptive and parametric tests, and further multiple linear regression was done. RESULTS: The quality of services provided to patients was significantly lower than their expectations in both RHC (-14.48 ± 7.96) and THQ (-9.97 ± 7.97). Independent t-test showed a significant difference in service quality between both the hospitals (-4.41), with a better quality of services in THQ. Association of service quality gap was statistically significant with gender, education, occupation, monthly income, and the number of visits to the hospital with p-value < 0.05. The type of hospital was the strongest predictor (ß = 4.12) of the outcome variable. CONCLUSION: The findings reveal that patients’ expectations exceed their perception of dental services provided in public hospitals. THQ provided a better quality of services compared to RHC. |
format | Online Article Text |
id | pubmed-8155402 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2021 |
publisher | Professional Medical Publications |
record_format | MEDLINE/PubMed |
spelling | pubmed-81554022021-06-07 Measurement of Service Quality Gaps in Dental Services using SERVQUAL in Public Hospitals of Rawalpindi Riaz, Asmaa Sughra, Ume Pak J Med Sci Original Article OBJECTIVES: To measure service quality gaps in dental services provided at public hospitals of the district, Rawalpindi. METHODS: A cross-sectional survey was conducted in two of the public hospitals of the district, Rawalpindi from April to October 2019. Non-probability consecutive sampling was used to include a total number of 400 patients, equally divided between Rural health center (RHC) and Tehsil headquarter (THQ). Face to face interviews were done using a 32-item SERVQUAL in the form of a structured questionnaire where one part of the questionnaire was filled before the treatment and the other after the treatment. Cronbach’s alpha coefficient was found to be 0.90. It was analyzed using SPSS version 25 with descriptive and parametric tests, and further multiple linear regression was done. RESULTS: The quality of services provided to patients was significantly lower than their expectations in both RHC (-14.48 ± 7.96) and THQ (-9.97 ± 7.97). Independent t-test showed a significant difference in service quality between both the hospitals (-4.41), with a better quality of services in THQ. Association of service quality gap was statistically significant with gender, education, occupation, monthly income, and the number of visits to the hospital with p-value < 0.05. The type of hospital was the strongest predictor (ß = 4.12) of the outcome variable. CONCLUSION: The findings reveal that patients’ expectations exceed their perception of dental services provided in public hospitals. THQ provided a better quality of services compared to RHC. Professional Medical Publications 2021 /pmc/articles/PMC8155402/ /pubmed/34104160 http://dx.doi.org/10.12669/pjms.37.3.3436 Text en Copyright: © Pakistan Journal of Medical Sciences https://creativecommons.org/licenses/by/3.0/This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/3.0 (https://creativecommons.org/licenses/by/3.0/) ), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. |
spellingShingle | Original Article Riaz, Asmaa Sughra, Ume Measurement of Service Quality Gaps in Dental Services using SERVQUAL in Public Hospitals of Rawalpindi |
title | Measurement of Service Quality Gaps in Dental Services using SERVQUAL in Public Hospitals of Rawalpindi |
title_full | Measurement of Service Quality Gaps in Dental Services using SERVQUAL in Public Hospitals of Rawalpindi |
title_fullStr | Measurement of Service Quality Gaps in Dental Services using SERVQUAL in Public Hospitals of Rawalpindi |
title_full_unstemmed | Measurement of Service Quality Gaps in Dental Services using SERVQUAL in Public Hospitals of Rawalpindi |
title_short | Measurement of Service Quality Gaps in Dental Services using SERVQUAL in Public Hospitals of Rawalpindi |
title_sort | measurement of service quality gaps in dental services using servqual in public hospitals of rawalpindi |
topic | Original Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8155402/ https://www.ncbi.nlm.nih.gov/pubmed/34104160 http://dx.doi.org/10.12669/pjms.37.3.3436 |
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