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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Sestre Milosrdnice University hospital, Institute of Clinical Medical Research
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Online Access: | https://hrcak.srce.hr/file/354086 |
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doaj-2eeabe82b79b40558f2d7ef051a1e57b2020-11-25T03:33:16ZengSestre Milosrdnice University hospital, Institute of Clinical Medical Research Acta Clinica Croatica0353-94661333-94512020-01-01592.285292Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUALĐurđana Ozretić Došen0Vatroslav Škare1Vesna Čerfalvi2Željka Benceković3Tanja Komarac4Marketing Department, Faculty of Economics & Business, University of Zagreb, Zagreb, CroatiaMarketing Department, Faculty of Economics & Business, University of Zagreb, Zagreb, CroatiaSestre milosrdnice University Hospital Centre, Zagreb, CroatiaSestre milosrdnice University Hospital Centre, Zagreb, CroatiaMarketing Department, Faculty of Economics & Business, University of Zagreb, Zagreb, CroatiaHospital 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 SERV QUAL 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.https://hrcak.srce.hr/file/354086Service quality, HealthcareHospitalSERVQUALTransitional countrySestre milosrdnice University Hospital Centre |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Đurđana Ozretić Došen Vatroslav Škare Vesna Čerfalvi Željka Benceković Tanja Komarac |
spellingShingle |
Đurđana Ozretić Došen Vatroslav Škare Vesna Čerfalvi Željka Benceković Tanja Komarac Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL Acta Clinica Croatica Service quality, Healthcare Hospital SERVQUAL Transitional country Sestre milosrdnice University Hospital Centre |
author_facet |
Đurđana Ozretić Došen Vatroslav Škare Vesna Čerfalvi Željka Benceković Tanja Komarac |
author_sort |
Đurđana Ozretić Došen |
title |
Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL |
title_short |
Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL |
title_full |
Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL |
title_fullStr |
Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL |
title_full_unstemmed |
Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL |
title_sort |
assessment of the quality of public hospital healthcare services by using servqual |
publisher |
Sestre Milosrdnice University hospital, Institute of Clinical Medical Research |
series |
Acta Clinica Croatica |
issn |
0353-9466 1333-9451 |
publishDate |
2020-01-01 |
description |
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 SERV QUAL 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. |
topic |
Service quality, Healthcare Hospital SERVQUAL Transitional country Sestre milosrdnice University Hospital Centre |
url |
https://hrcak.srce.hr/file/354086 |
work_keys_str_mv |
AT đurđanaozreticdosen assessmentofthequalityofpublichospitalhealthcareservicesbyusingservqual AT vatroslavskare assessmentofthequalityofpublichospitalhealthcareservicesbyusingservqual AT vesnacerfalvi assessmentofthequalityofpublichospitalhealthcareservicesbyusingservqual AT zeljkabencekovic assessmentofthequalityofpublichospitalhealthcareservicesbyusingservqual AT tanjakomarac assessmentofthequalityofpublichospitalhealthcareservicesbyusingservqual |
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1724563587139108864 |