Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model
(1) Background: Health care service quality has been equated with preparedness to provide, accessibility, suitability, adequacy, friendliness and ongoing support and has been connected to service excellence. The main aim of this study was to investigate patients’ perceptions and expectations regardi...
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doaj-1f9aed7b6b2e4eb1b30bacf9d16fd7d72021-03-26T00:05:26ZengMDPI AGInternational Journal of Environmental Research and Public Health1661-78271660-46012021-03-01183418341810.3390/ijerph18073418Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL ModelAspasia Goula0Maria-Aggeliki Stamouli1Maria Alexandridou2Lemonia Vorreakou3Aristeidis Galanakis4Georgios Theodorou5Emmanouil Stauropoulos6Martha Kelesi7Evridiki Kaba8Master of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences, University of West Attica, 12243 Athens, GreeceMaster of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences, University of West Attica, 12243 Athens, GreeceMaster of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences, University of West Attica, 12243 Athens, GreeceMaster of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences, University of West Attica, 12243 Athens, GreeceMaster of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences, University of West Attica, 12243 Athens, GreeceMaster of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences, University of West Attica, 12243 Athens, GreeceMaster of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences, University of West Attica, 12243 Athens, GreeceDepartment of Nursing, School of Health and Care Sciences, University of West Attica, 12243 Athens, GreeceDepartment of Nursing, School of Health and Care Sciences, University of West Attica, 12243 Athens, Greece(1) Background: Health care service quality has been equated with preparedness to provide, accessibility, suitability, adequacy, friendliness and ongoing support and has been connected to service excellence. The main aim of this study was to investigate patients’ perceptions and expectations regarding the quality of health services. (2) Materials and Methods: A cross-sectional analysis was carried out in 5 public general hospitals and convenience sampling was used as the sampling technique. Questionnaires were distributed to inpatients and outpatients and 700 valid questionnaires were returned. The SERVQUAL questionnaire was used for data collection in this survey. (3) Results: Overall, in this study, it became apparent that patients’ expectations as regarding the quality of the provided services were not met. All of the five quality dimensions had a negative gap between patients’ expectations and perceptions. (4) Conclusions: The findings suggested that hospital managers and health care professionals should be interested about patient expectations and subsequently they should search out ways and means to meet them. Open communication with patients, individualized attention, as well as responsiveness to their requirements, polite behavior, trustful atmosphere across the hospital and better physical facilities are the key elements that determine the patient’s judgment about quality.https://www.mdpi.com/1660-4601/18/7/3418hospital qualitypublic hospitalsSERVQUAL modelpatient expectationspatient perceptions |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Aspasia Goula Maria-Aggeliki Stamouli Maria Alexandridou Lemonia Vorreakou Aristeidis Galanakis Georgios Theodorou Emmanouil Stauropoulos Martha Kelesi Evridiki Kaba |
spellingShingle |
Aspasia Goula Maria-Aggeliki Stamouli Maria Alexandridou Lemonia Vorreakou Aristeidis Galanakis Georgios Theodorou Emmanouil Stauropoulos Martha Kelesi Evridiki Kaba Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model International Journal of Environmental Research and Public Health hospital quality public hospitals SERVQUAL model patient expectations patient perceptions |
author_facet |
Aspasia Goula Maria-Aggeliki Stamouli Maria Alexandridou Lemonia Vorreakou Aristeidis Galanakis Georgios Theodorou Emmanouil Stauropoulos Martha Kelesi Evridiki Kaba |
author_sort |
Aspasia Goula |
title |
Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model |
title_short |
Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model |
title_full |
Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model |
title_fullStr |
Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model |
title_full_unstemmed |
Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model |
title_sort |
public hospital quality assessment. evidence from greek health setting using servqual model |
publisher |
MDPI AG |
series |
International Journal of Environmental Research and Public Health |
issn |
1661-7827 1660-4601 |
publishDate |
2021-03-01 |
description |
(1) Background: Health care service quality has been equated with preparedness to provide, accessibility, suitability, adequacy, friendliness and ongoing support and has been connected to service excellence. The main aim of this study was to investigate patients’ perceptions and expectations regarding the quality of health services. (2) Materials and Methods: A cross-sectional analysis was carried out in 5 public general hospitals and convenience sampling was used as the sampling technique. Questionnaires were distributed to inpatients and outpatients and 700 valid questionnaires were returned. The SERVQUAL questionnaire was used for data collection in this survey. (3) Results: Overall, in this study, it became apparent that patients’ expectations as regarding the quality of the provided services were not met. All of the five quality dimensions had a negative gap between patients’ expectations and perceptions. (4) Conclusions: The findings suggested that hospital managers and health care professionals should be interested about patient expectations and subsequently they should search out ways and means to meet them. Open communication with patients, individualized attention, as well as responsiveness to their requirements, polite behavior, trustful atmosphere across the hospital and better physical facilities are the key elements that determine the patient’s judgment about quality. |
topic |
hospital quality public hospitals SERVQUAL model patient expectations patient perceptions |
url |
https://www.mdpi.com/1660-4601/18/7/3418 |
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