Lim P C, Tang N K
Management Centre, University of Leicester, UK.
Int J Health Care Qual Assur Inc Leadersh Health Serv. 2000;13(6-7):290-9. doi: 10.1108/09526860010378735.
In today's highly competitive healthcare environment, hospitals increasingly realise the need to focus on service quality as a means to improve their competitive position. Customer-based determinants and perceptions of service quality therefore play an important role when choosing a hospital. This paper attempts to determine the expectations and perceptions of patients through the use of a generic, internationally used market research technique called SERVQUAL. An analysis covering 252 patients revealed that there was an overall service quality gap between patients' expectations and perceptions. Thus, improvements are required across all the six dimensions, namely, tangibility, reliability, responsiveness, assurance, empathy and accessibility and affordability.
在当今竞争激烈的医疗环境中，医院越来越意识到需要将重点放在服务质量上，以此作为提升其竞争地位的一种手段。因此，基于顾客的服务质量决定因素和认知在选择医院时起着重要作用。本文试图通过使用一种通用的、国际上常用的市场研究技术——SERVQUAL来确定患者的期望和认知。一项涵盖252名患者的分析表明，患者的期望与认知之间存在整体服务质量差距。因此，在有形性、可靠性、响应性、保证性、同理心以及可及性和可负担性这六个维度上都需要改进。
