Doctoral School of Health Sciences, Faculty of Medicine, University of Debrecen, Debrecen, Hungary.
Department of Public Health and Preventive Medicine, Faculty of Medicine, Udayana University, Bali, Indonesia.
Prim Health Care Res Dev. 2024 Sep 20;25:e39. doi: 10.1017/S1463423624000288.
This study aims to investigate international students' perspectives on service quality and analyse factors contributing to the perceived service quality of the university health centre.
International students are at increased risk of experiencing poor mental health, isolation from families and cultures, language barriers, financial stress and academic pressures. It is important that universities support international students to enable them to complete their degrees and reach their desired level of achievement and performance. One of the supports required by international students is the availability of healthcare services. Therefore, improving the quality of services to meet international students' requirements, including healthcare services, is essential.
A three-phase exploratory sequential mixed methods design was used. Phase 1 aims to explore international students' perceptions of primary healthcare quality by conducting in-depth interviews and focus group discussions. Data were analysed using thematic analysis. Phase 2 is to form questionnaire items based on the results of the qualitative study. The questionnaire is subject to pilot testing to measure validity and reliability. Phase 3 analyses factors influencing international students' perceived primary healthcare service quality. Multiple regression was used to analyse factors contributing to the perceived service quality of international students.
The qualitative strand revealed five major themes representing the study participants' thoughts about the quality of services in the university healthcare context. Perceived quality attributes identified in this study were primarily empathy, equity, effectiveness, efficiency and safety. The quantitative strand found that 35.57% of participants consider the perceived quality of the centre as good. The highest and lowest service quality attributes were related to safety and efficiency, with a score of 21.12 ± 3.58 and 19.57 ± 4.34, respectively. The multiple linear regression analyses showed that PhD students from Health Faculty and Scholarship awardees were significantly associated with the perceived quality of healthcare services. Thus, the university management needs to improve service quality considering the diversity of international students' socio-demographic characteristics.
本研究旨在探讨留学生对服务质量的看法，并分析影响大学健康中心感知服务质量的因素。
留学生面临着心理健康状况不佳、与家庭和文化隔离、语言障碍、经济压力和学业压力增加的风险。重要的是，大学要支持留学生，使他们能够完成学位，达到他们期望的成绩和表现水平。留学生所需的支持之一是医疗保健服务的提供。因此，提高服务质量以满足留学生的需求，包括医疗保健服务，是至关重要的。
采用三阶段探索性顺序混合方法设计。第 1 阶段旨在通过进行深入访谈和焦点小组讨论来探讨留学生对初级保健质量的看法。使用主题分析对数据进行分析。第 2 阶段是根据定性研究的结果形成问卷项目。问卷经过试点测试，以衡量其有效性和可靠性。第 3 阶段分析影响留学生感知初级医疗服务质量的因素。多元回归用于分析影响留学生感知服务质量的因素。
定性研究部分揭示了五个主要主题，代表了研究参与者对大学医疗保健环境中服务质量的看法。在这项研究中确定的感知质量属性主要是同理心、公平、有效性、效率和安全性。定量研究部分发现，35.57%的参与者认为中心的感知质量良好。服务质量属性的最高和最低值与安全性和效率有关，得分分别为 21.12±3.58 和 19.57±4.34。多元线性回归分析表明，来自健康学院的博士生和奖学金获得者与医疗保健服务的感知质量显著相关。因此，大学管理层需要考虑留学生社会人口特征的多样性，提高服务质量。
