De Man Stefanie, Gemmel Paul, Vlerick Peter, Van Rijk Peter, Dierckx Rudi
Faculty of Economics and Business Administration, Ghent University, Hoveniersberg 24, 9000 Gent, Belgium.
Eur J Nucl Med Mol Imaging. 2002 Sep;29(9):1109-17. doi: 10.1007/s00259-002-0869-3. Epub 2002 Jun 20.
Patients' and personnel's perceptions of service quality were analysed to position nuclear medicine organisations in the service triangle theory of Haywood-Farmer [ Int J Production and Operations Management 1988; 6:19-29]. After distinguishing the service quality dimensions of nuclear medicine, a comparison was made between the service quality perceptions of patients ( n=259) and those of personnel ( n=24). We examined the importance of different service quality dimensions by studying their relationship to patient satisfaction. The proposed five dimensions of SERVQUAL, the most commonly used service quality measurement scale, were not confirmed. Patients considered tangibles and assurance as one dimension, while the original empathy dimension was separated into empathy and convenience. Personnel perceived all service quality dimensions as less good than did patients, except for empathy. Results indicated that patients' perception of service quality was correlated with patient satisfaction, especially in terms of reliability and tangibles-assurance. Based on these service quality dimensions, we suggest that nuclear medicine services need to optimise their physical and process component and the technical skills of personnel.
为了将核医学组织置于海伍德 - 法默的服务三角理论中[《国际生产与运营管理》1988年；6:19 - 29]，分析了患者和工作人员对服务质量的认知。在区分核医学的服务质量维度后，对患者（n = 259）和工作人员（n = 24）的服务质量认知进行了比较。我们通过研究不同服务质量维度与患者满意度的关系，考察了这些维度的重要性。最常用的服务质量测量量表SERVQUAL所提出的五个维度未得到证实。患者将有形性和保证视为一个维度，而原来的移情维度被分为移情和便利性。除了移情维度外，工作人员认为所有服务质量维度都不如患者认为的好。结果表明，患者对服务质量的认知与患者满意度相关，特别是在可靠性和有形性 - 保证方面。基于这些服务质量维度,我们建议核医学服务需要优化其物理和流程组成部分以及工作人员的技术技能。
