School of Management, Jiangsu University, Zhenjiang, Jiangsu 212013, China.
Department of Healthare Policy and Research, Weill Cornell Medicine, New York, NY 10065, USA.
Int J Qual Health Care. 2021 Mar 5;33(1). doi: 10.1093/intqhc/mzab027.
To evaluate disparity in service quality between second- and third-tier hospitals and explore factors that affect patients' perception of service quality in China.
Cross sectional study.
Twelve hospitals in China.
5714 patients.
None.
Total score of the SERVQUAL scale and each of its five dimensions.
Patients from third-tier hospitals rated significantly higher scores overall and in all the five dimensions of the SERVQUAL scale. Those with lower education, urban residents and those who had higher degree of life satisfaction and attention paid to health perceived higher service quality. Inpatients perceived higher service quality compared with outpatients.
We found a significant gap in patient's perceived service quality between second- and third-tier hospitals in China. A variety of demographic and personality factors were found to significantly influence patient's perceived service quality.
评估中国二级和三级医院之间服务质量的差异，并探讨影响患者服务质量感知的因素。
横断面研究。
中国 12 家医院。
5714 名患者。
无。
SERVQUAL 量表总分及其五个维度的得分。
来自三级医院的患者总体上和 SERVQUAL 量表的五个维度的评分均显著更高。受教育程度较低、城镇居民以及生活满意度较高且对健康关注度较高的患者感知服务质量更高。与门诊患者相比，住院患者感知的服务质量更高。
我们发现中国二级和三级医院患者感知服务质量存在显著差距。多种人口统计学和人格因素显著影响患者感知的服务质量。
