Loading…
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...
Saved in:
| Published in: | The Journal of Nursing Research 2005-06, Vol.13 (2), p.75-84 |
|---|---|
| Main Authors: | , , , |
| Format: | Article |
| Language: | English |
| Subjects: | |
| Citations: | Items that cite this one |
| Online Access: | Get full text |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| cited_by | cdi_FETCH-LOGICAL-a3422-d6227f2005d9a93d0f5ad88b2668def3f8ccc140c70e4f3d864ffd94822d296c3 |
|---|---|
| cites | |
| container_end_page | 84 |
| container_issue | 2 |
| container_start_page | 75 |
| container_title | The Journal of Nursing Research |
| container_volume | 13 |
| creator | 周守民(Shieu-Ming Chou) 陳彩鳳(Thai-Form Chen) Beth Woodard 顏妙芬(Miao-Fen Yen) |
| description | 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. |
| doi_str_mv | 10.1097/01.JNR.0000387529.22642.2b |
| format | article |
| fullrecord | <record><control><sourceid>proquest_cross</sourceid><recordid>TN_cdi_hyweb_hyread_00006805</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><airiti_id>16823141_200506_13_2_75_84_a</airiti_id><sourcerecordid>67983226</sourcerecordid><originalsourceid>FETCH-LOGICAL-a3422-d6227f2005d9a93d0f5ad88b2668def3f8ccc140c70e4f3d864ffd94822d296c3</originalsourceid><addsrcrecordid>eNpFkU1v1DAQhiMEoqXwDxCKOHBLsMeOY3OryvKlVauWLuI2cmKbdckmxU662n-P06xUX8bSvO98PJNl7ykpKVH1R0LLH5c3JUmPyboCVQIIDiU0z7JTqrgslKh-P09_IaFglNOT7FWMd4QAE6x-mZ3QSknBiDrNrjbR93_yn6ubX9eb83U-DvnqQXeTHm1-PenOj4f8s4_t0Dsfdnr0Q58PLr-cwuKz4cG3Nvd9fqv9XvevsxdOd9G-OcazbPNldXvxrVhfff1-cb4uNOMAhREAtQNCKqO0Yoa4ShspGxBCGuuYk23bUk7amljumJGCO2fSagAGlGjZWfZhqXsfhn-TjSPu0pS263RvhymiqJVkCUsSflqEbRhiDNbhffA7HQ5ICc44kVBMOPEJJz7iRGiS-d2xy9TsrHmyHvklAV8E-6EbbYh_u2lvA26t7sZtKkkZZzUU86JEpAbF3AWS7e1i2x72tsHtIVhtHicQklQpzZa09sGPHu-GKfSJJs4Hne-JS0GkDAHrCiVHzf4DHT6Y_A</addsrcrecordid><sourcetype>Aggregation Database</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype><pqid>67983226</pqid></control><display><type>article</type><title>Using SERVQUAL to Evaluate Quality Disconfirmation of Nursing Service in Taiwan</title><source>ROAD: Directory of Open Access Scholarly Resources</source><creator>周守民(Shieu-Ming Chou) ; 陳彩鳳(Thai-Form Chen) ; Beth Woodard ; 顏妙芬(Miao-Fen Yen)</creator><creatorcontrib>周守民(Shieu-Ming Chou) ; 陳彩鳳(Thai-Form Chen) ; Beth Woodard ; 顏妙芬(Miao-Fen Yen)</creatorcontrib><description>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.</description><identifier>ISSN: 1682-3141</identifier><identifier>EISSN: 1948-965X</identifier><identifier>DOI: 10.1097/01.JNR.0000387529.22642.2b</identifier><identifier>PMID: 15986309</identifier><language>eng</language><publisher>台灣: 台灣護理學會</publisher><subject>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</subject><ispartof>The Journal of Nursing Research, 2005-06, Vol.13 (2), p.75-84</ispartof><rights>2005 Lippincott Williams & Wilkins, Inc.</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-a3422-d6227f2005d9a93d0f5ad88b2668def3f8ccc140c70e4f3d864ffd94822d296c3</citedby></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><link.rule.ids>314,776,780,27901,27902</link.rule.ids><backlink>$$Uhttps://www.ncbi.nlm.nih.gov/pubmed/15986309$$D View this record in MEDLINE/PubMed$$Hfree_for_read</backlink></links><search><creatorcontrib>周守民(Shieu-Ming Chou)</creatorcontrib><creatorcontrib>陳彩鳳(Thai-Form Chen)</creatorcontrib><creatorcontrib>Beth Woodard</creatorcontrib><creatorcontrib>顏妙芬(Miao-Fen Yen)</creatorcontrib><title>Using SERVQUAL to Evaluate Quality Disconfirmation of Nursing Service in Taiwan</title><title>The Journal of Nursing Research</title><addtitle>J Nurs Res</addtitle><description>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.</description><subject>Adolescent</subject><subject>Adult</subject><subject>Aged</subject><subject>Aged, 80 and over</subject><subject>Analysis of Variance</subject><subject>Empathy</subject><subject>Female</subject><subject>Humans</subject><subject>Intent to return</subject><subject>Intention</subject><subject>Male</subject><subject>MEDLINE</subject><subject>Middle Aged</subject><subject>Nurse-Patient Relations</subject><subject>Nursing</subject><subject>Nursing Care - psychology</subject><subject>Nursing Care - standards</subject><subject>Nursing Evaluation Research</subject><subject>Nursing service quality</subject><subject>Nursing Service, Hospital - standards</subject><subject>Patient Satisfaction</subject><subject>Pilot Projects</subject><subject>Predictive Value of Tests</subject><subject>Quality disconfirmation</subject><subject>Quality Indicators, Health Care</subject><subject>Quality of Health Care - standards</subject><subject>Regression Analysis</subject><subject>SCIE</subject><subject>Scopus</subject><subject>Service quality</subject><subject>SERVQUAL</subject><subject>SSCI</subject><subject>Surveys and Questionnaires - standards</subject><subject>Surveys and Questionnaires - utilization</subject><subject>Taiwan</subject><subject>Translating</subject><subject>TSCI</subject><subject>TSSCI</subject><subject>品質不確認</subject><subject>護理服務品質</subject><subject>轉介意願</subject><subject>重返意願</subject><issn>1682-3141</issn><issn>1948-965X</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2005</creationdate><recordtype>article</recordtype><recordid>eNpFkU1v1DAQhiMEoqXwDxCKOHBLsMeOY3OryvKlVauWLuI2cmKbdckmxU662n-P06xUX8bSvO98PJNl7ykpKVH1R0LLH5c3JUmPyboCVQIIDiU0z7JTqrgslKh-P09_IaFglNOT7FWMd4QAE6x-mZ3QSknBiDrNrjbR93_yn6ubX9eb83U-DvnqQXeTHm1-PenOj4f8s4_t0Dsfdnr0Q58PLr-cwuKz4cG3Nvd9fqv9XvevsxdOd9G-OcazbPNldXvxrVhfff1-cb4uNOMAhREAtQNCKqO0Yoa4ShspGxBCGuuYk23bUk7amljumJGCO2fSagAGlGjZWfZhqXsfhn-TjSPu0pS263RvhymiqJVkCUsSflqEbRhiDNbhffA7HQ5ICc44kVBMOPEJJz7iRGiS-d2xy9TsrHmyHvklAV8E-6EbbYh_u2lvA26t7sZtKkkZZzUU86JEpAbF3AWS7e1i2x72tsHtIVhtHicQklQpzZa09sGPHu-GKfSJJs4Hne-JS0GkDAHrCiVHzf4DHT6Y_A</recordid><startdate>200506</startdate><enddate>200506</enddate><creator>周守民(Shieu-Ming Chou)</creator><creator>陳彩鳳(Thai-Form Chen)</creator><creator>Beth Woodard</creator><creator>顏妙芬(Miao-Fen Yen)</creator><general>台灣護理學會</general><general>臺灣護理學會</general><general>Lippincott Williams & Wilkins, Inc</general><scope>188</scope><scope>9RA</scope><scope>CGR</scope><scope>CUY</scope><scope>CVF</scope><scope>ECM</scope><scope>EIF</scope><scope>NPM</scope><scope>AAYXX</scope><scope>CITATION</scope><scope>7X8</scope></search><sort><creationdate>200506</creationdate><title>Using SERVQUAL to Evaluate Quality Disconfirmation of Nursing Service in Taiwan</title><author>周守民(Shieu-Ming Chou) ; 陳彩鳳(Thai-Form Chen) ; Beth Woodard ; 顏妙芬(Miao-Fen Yen)</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-a3422-d6227f2005d9a93d0f5ad88b2668def3f8ccc140c70e4f3d864ffd94822d296c3</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2005</creationdate><topic>Adolescent</topic><topic>Adult</topic><topic>Aged</topic><topic>Aged, 80 and over</topic><topic>Analysis of Variance</topic><topic>Empathy</topic><topic>Female</topic><topic>Humans</topic><topic>Intent to return</topic><topic>Intention</topic><topic>Male</topic><topic>MEDLINE</topic><topic>Middle Aged</topic><topic>Nurse-Patient Relations</topic><topic>Nursing</topic><topic>Nursing Care - psychology</topic><topic>Nursing Care - standards</topic><topic>Nursing Evaluation Research</topic><topic>Nursing service quality</topic><topic>Nursing Service, Hospital - standards</topic><topic>Patient Satisfaction</topic><topic>Pilot Projects</topic><topic>Predictive Value of Tests</topic><topic>Quality disconfirmation</topic><topic>Quality Indicators, Health Care</topic><topic>Quality of Health Care - standards</topic><topic>Regression Analysis</topic><topic>SCIE</topic><topic>Scopus</topic><topic>Service quality</topic><topic>SERVQUAL</topic><topic>SSCI</topic><topic>Surveys and Questionnaires - standards</topic><topic>Surveys and Questionnaires - utilization</topic><topic>Taiwan</topic><topic>Translating</topic><topic>TSCI</topic><topic>TSSCI</topic><topic>品質不確認</topic><topic>護理服務品質</topic><topic>轉介意願</topic><topic>重返意願</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>周守民(Shieu-Ming Chou)</creatorcontrib><creatorcontrib>陳彩鳳(Thai-Form Chen)</creatorcontrib><creatorcontrib>Beth Woodard</creatorcontrib><creatorcontrib>顏妙芬(Miao-Fen Yen)</creatorcontrib><collection>華藝線上圖書館</collection><collection>HyRead台灣全文資料庫</collection><collection>Medline</collection><collection>MEDLINE</collection><collection>MEDLINE (Ovid)</collection><collection>MEDLINE</collection><collection>MEDLINE</collection><collection>PubMed</collection><collection>CrossRef</collection><collection>MEDLINE - Academic</collection><jtitle>The Journal of Nursing Research</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>周守民(Shieu-Ming Chou)</au><au>陳彩鳳(Thai-Form Chen)</au><au>Beth Woodard</au><au>顏妙芬(Miao-Fen Yen)</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Using SERVQUAL to Evaluate Quality Disconfirmation of Nursing Service in Taiwan</atitle><jtitle>The Journal of Nursing Research</jtitle><addtitle>J Nurs Res</addtitle><date>2005-06</date><risdate>2005</risdate><volume>13</volume><issue>2</issue><spage>75</spage><epage>84</epage><pages>75-84</pages><issn>1682-3141</issn><eissn>1948-965X</eissn><abstract>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.</abstract><cop>台灣</cop><pub>台灣護理學會</pub><pmid>15986309</pmid><doi>10.1097/01.JNR.0000387529.22642.2b</doi><tpages>10</tpages></addata></record> |
| fulltext | fulltext |
| identifier | ISSN: 1682-3141 |
| ispartof | The Journal of Nursing Research, 2005-06, Vol.13 (2), p.75-84 |
| issn | 1682-3141 1948-965X |
| language | eng |
| recordid | cdi_hyweb_hyread_00006805 |
| source | ROAD: Directory of Open Access Scholarly Resources |
| 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 |
| title | Using SERVQUAL to Evaluate Quality Disconfirmation of Nursing Service in Taiwan |
| url | http://sfxeu10.hosted.exlibrisgroup.com/loughborough?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2025-01-31T07%3A58%3A55IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-proquest_cross&rft_val_fmt=info:ofi/fmt:kev:mtx:journal&rft.genre=article&rft.atitle=Using%20SERVQUAL%20to%20Evaluate%20Quality%20Disconfirmation%20of%20Nursing%20Service%20in%20Taiwan&rft.jtitle=The%20Journal%20of%20Nursing%20Research&rft.au=%E5%91%A8%E5%AE%88%E6%B0%91(Shieu-Ming%20Chou)&rft.date=2005-06&rft.volume=13&rft.issue=2&rft.spage=75&rft.epage=84&rft.pages=75-84&rft.issn=1682-3141&rft.eissn=1948-965X&rft_id=info:doi/10.1097/01.JNR.0000387529.22642.2b&rft_dat=%3Cproquest_cross%3E67983226%3C/proquest_cross%3E%3Cgrp_id%3Ecdi_FETCH-LOGICAL-a3422-d6227f2005d9a93d0f5ad88b2668def3f8ccc140c70e4f3d864ffd94822d296c3%3C/grp_id%3E%3Coa%3E%3C/oa%3E%3Curl%3E%3C/url%3E&rft_id=info:oai/&rft_pqid=67983226&rft_id=info:pmid/15986309&rft_airiti_id=16823141_200506_13_2_75_84_a&rfr_iscdi=true |