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SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services: A Literature Review
The second half of the 20th century saw the development of a new trend in the management of medical services across Europe. Those shifts were associated with the transformation of various spheres of human life, both on professional and private levels. The service market then turned back to “quality”...
Autores principales: | , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
MDPI
2021
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8535625/ https://www.ncbi.nlm.nih.gov/pubmed/34682499 http://dx.doi.org/10.3390/ijerph182010758 |
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author | Jonkisz, Aleksandra Karniej, Piotr Krasowska, Dorota |
author_facet | Jonkisz, Aleksandra Karniej, Piotr Krasowska, Dorota |
author_sort | Jonkisz, Aleksandra |
collection | PubMed |
description | The second half of the 20th century saw the development of a new trend in the management of medical services across Europe. Those shifts were associated with the transformation of various spheres of human life, both on professional and private levels. The service market then turned back to “quality”, already known in antiquity. According to Aristotle, “quality” is one of the basic categories of thought and reality of the human population. The research material was obtained from literature databases, including Scopus, Cochrane, Medline, and PubMed, as well as from literature reports, including monographs, research papers (e.g., doctoral dissertations), and others. The available literature was assessed with regards to the abovementioned objectives of our study and considering possible advantages from its implementation. Therefore, the applied research method was based on a bibliographic query and desktop data analysis. The adopted research methodology hinged on exploration, compilation, analysis, and processing of data and information from available sources, resulting in drawing up of summary conclusions. The obtained data were subjected to reciprocal confrontation with an attempt to evaluate new possibilities of using the method in other medical specialties. The Servqual method enables us to learn the patient’s expectations, while the service provider can identify irregularities and implement corrections. It allows the executive staff of medical facilities to change elements of medical procedures, which improves the quality of the service provided and thus increases the satisfaction and compliance of patients. |
format | Online Article Text |
id | pubmed-8535625 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2021 |
publisher | MDPI |
record_format | MEDLINE/PubMed |
spelling | pubmed-85356252021-10-23 SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services: A Literature Review Jonkisz, Aleksandra Karniej, Piotr Krasowska, Dorota Int J Environ Res Public Health Review The second half of the 20th century saw the development of a new trend in the management of medical services across Europe. Those shifts were associated with the transformation of various spheres of human life, both on professional and private levels. The service market then turned back to “quality”, already known in antiquity. According to Aristotle, “quality” is one of the basic categories of thought and reality of the human population. The research material was obtained from literature databases, including Scopus, Cochrane, Medline, and PubMed, as well as from literature reports, including monographs, research papers (e.g., doctoral dissertations), and others. The available literature was assessed with regards to the abovementioned objectives of our study and considering possible advantages from its implementation. Therefore, the applied research method was based on a bibliographic query and desktop data analysis. The adopted research methodology hinged on exploration, compilation, analysis, and processing of data and information from available sources, resulting in drawing up of summary conclusions. The obtained data were subjected to reciprocal confrontation with an attempt to evaluate new possibilities of using the method in other medical specialties. The Servqual method enables us to learn the patient’s expectations, while the service provider can identify irregularities and implement corrections. It allows the executive staff of medical facilities to change elements of medical procedures, which improves the quality of the service provided and thus increases the satisfaction and compliance of patients. MDPI 2021-10-13 /pmc/articles/PMC8535625/ /pubmed/34682499 http://dx.doi.org/10.3390/ijerph182010758 Text en © 2021 by the authors. https://creativecommons.org/licenses/by/4.0/Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). |
spellingShingle | Review Jonkisz, Aleksandra Karniej, Piotr Krasowska, Dorota SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services: A Literature Review |
title | SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services: A Literature Review |
title_full | SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services: A Literature Review |
title_fullStr | SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services: A Literature Review |
title_full_unstemmed | SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services: A Literature Review |
title_short | SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services: A Literature Review |
title_sort | servqual method as an “old new” tool for improving the quality of medical services: a literature review |
topic | Review |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8535625/ https://www.ncbi.nlm.nih.gov/pubmed/34682499 http://dx.doi.org/10.3390/ijerph182010758 |
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