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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Bibliographic Details
Published in:Acta clinica Croatica (Tisak) 2020-06, Vol.59 (2), p.285-293
Main Authors: Ozretić Došen, Đurđana, Škare, Vatroslav, Čerfalvi, Vesna, Benceković, Željka, Komarac, Tanja
Format: Article
Language:English
Subjects:
Adolescent
Adult
Aged
Croatia
Female
Hospital
Hospitals, Public - standards
Humans
Male
Middle Aged
Original Scientific Papers
Patient Satisfaction
Quality of Health Care
Service quality, Healthcare
SERVQUAL
Sestre milosrdnice University Hospital Centre
Transitional country
Young Adult
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Summary: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.
ISSN:0353-9466
1333-9451
DOI:10.20471/acc.2020.59.02.12