Service quality measurement in a medical imaging department

This project evaluates the quality of service provided for ambulatory clients at the Bone Densitometry Unit in the Royal Brisbane Hospital using the Servqual instrument. Every adult outpatient visiting the Bone Densitometry Unit over a six-month period was invited to participate in the survey. On ea...

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Bibliographic Details
Published in:International journal of health care quality assurance 2002, Vol.15 (5), p.206-212
Main Author: Wong, Joseph C.H
Format: Article
Language:English
Subjects:
Accreditation
Ambulatory health care
Assessment
Australia
Bone mineral density
Brand loyalty
Brisbane
Empathy
Evaluation
Health services
Hospitals
Likert scale
Medical imaging
Patient satisfaction
Quality improvement
Quality of service
Questionnaires
Studies
Total quality
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Summary:This project evaluates the quality of service provided for ambulatory clients at the Bone Densitometry Unit in the Royal Brisbane Hospital using the Servqual instrument. Every adult outpatient visiting the Bone Densitometry Unit over a six-month period was invited to participate in the survey. On each of the five measured dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy, there were high satisfaction ratings with both perception scores and expectation-minus-perception gap scores. Of the five dimensions, responsiveness, assurance and empathy factors were more important predictors of overall service satisfaction. Perception scores better predict overall satisfaction than gap scores. Therefore, Servqual is useful if knowledge of the pattern of expectation trends is important in managerial decision making. Otherwise, the measurement of perception scores appears sufficient to assess service quality for ambulatory clients in a medical imaging department.
ISSN:0952-6862
1758-6542
DOI:10.1108/09526860210437421