A'aqoulah Ashraf, Kuyini Ahmed Bawa, Albalas Samir
Department of Health Systems Management, College of Public Health and Health Informatics, King Saud Bin Abdulaziz University for Health Sciences, Riyadh, Saudi Arabia.
King Abdullah International Medical Research Centre, Riyadh, Saudi Arabia.
Patient Prefer Adherence. 2022 May 23;16:1295-1305. doi: 10.2147/PPA.S360852. eCollection 2022.
This study aimed to explore the gap between patients' expectations of healthcare service quality in Jordanian hospitals against their perceptions of service received using SERVQUAL model.
The study used a cross-sectional design. The study data were collected randomly from 415 patients (participants) who completed the SERVEQUAL questionnaire. The data were analyzed using statistical procedures such as descriptive, -test, and ANOVA.
The results showed that there is a gap between mean score of patients' expectations of what should be available in the hospital and patients' perceptions of the service received in the hospital. Patients' expectations were higher than their perceptions on all five SERVQUAL domains (Tangibles, Reliability, Responsiveness, Assurance, and Empathy).
Hospital managers should take necessary actions to improve healthcare services in their hospitals with respect to all SERVQUAL domains. These actions should be directed to reduce the gap between patients' expectation and their perceptions in order to provide services meet patients' needs.
本研究旨在利用SERVQUAL模型探索约旦医院患者对医疗服务质量的期望与他们对所接受服务的感知之间的差距。
本研究采用横断面设计。研究数据从415名完成SERVQUAL问卷的患者（参与者）中随机收集。数据采用描述性统计、t检验和方差分析等统计方法进行分析。
结果表明，患者对医院应提供服务的期望平均得分与患者对医院所接受服务的感知之间存在差距。在SERVQUAL的所有五个维度（有形性、可靠性、响应性、保证性和移情性）上，患者的期望均高于其感知。
医院管理者应采取必要措施，在SERVQUAL的所有维度上改善医院的医疗服务。这些措施应旨在缩小患者期望与感知之间的差距，以便提供满足患者需求的服务。
