Using SERVQUAL to Evaluate Quality Disconfirmation of Nursing Service in Taiwan

The purpose of this study was to determine the extent of disconfirmation of the perceived quality of nursing services, and its relationship to patient's satisfaction, intent to return, and intent to recommend to others. The service dimensions were tangibles, reliability, responsiveness, assuran...

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Bibliographic Details
Published in:The Journal of Nursing Research 2005-06, Vol.13 (2), p.75-84
Main Authors: 周守民(Shieu-Ming Chou), 陳彩鳳(Thai-Form Chen), Beth Woodard, 顏妙芬(Miao-Fen Yen)
Format: Article
Language:English
Subjects:
Adolescent
Adult
Aged
Aged, 80 and over
Analysis of Variance
Empathy
Female
Humans
Intent to return
Intention
Male
MEDLINE
Middle Aged
Nurse-Patient Relations
Nursing
Nursing Care - psychology
Nursing Care - standards
Nursing Evaluation Research
Nursing service quality
Nursing Service, Hospital - standards
Patient Satisfaction
Pilot Projects
Predictive Value of Tests
Quality disconfirmation
Quality Indicators, Health Care
Quality of Health Care - standards
Regression Analysis
SCIE
Scopus
Service quality
SERVQUAL
SSCI
Surveys and Questionnaires - standards
Surveys and Questionnaires - utilization
Taiwan
Translating
TSCI
TSSCI
品質不確認
護理服務品質
轉介意願
重返意願
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Summary:The purpose of this study was to determine the extent of disconfirmation of the perceived quality of nursing services, and its relationship to patient's satisfaction, intent to return, and intent to recommend to others. The service dimensions were tangibles, reliability, responsiveness, assurance, and empathy, which were adopted from the Gap model of Parasuraman, Zeithaml and Berry (1985). A total of 186 subjects was tested by a modified SERVQUAI (service quality) instrument. These subjects were from 15 randomly selected medical-surgical units in a medical center in Taipei, Taiwan, Republic of China. The response rate was 92%. Descriptive statistics and multiple regression were used to analyze subjects' responses. A number of the demographic variables served as covariates in data analysis. Responsiveness was highly significant in predicting overall satisfaction with hospital service (p=.0003). Reliability was significant in predicting overall satisfaction with nursing care (p＜.00005) and intent to return. Empathy was a highly significant predictor of intent to recommend.
ISSN:1682-3141
1948-965X
DOI:10.1097/01.JNR.0000387529.22642.2b