Alfatafta Mahmoud, Alsubahi Nizar, Alfatafta Huda, Alshawabka Amneh, McGarry Anthony, Ahmad Alaeddin, Derkacs Evelin, Varga Dorottya, Molics Bálint
Department of Prosthetics and Orthotics, School of Rehabilitation Sciences, The University of Jordan, Amman, Jordan.
Department of Health Services and Hospitals Administration, Faculty of Economics and Administration, King Abdulaziz University, Jeddah, 21589, Saudi Arabia.
BMC Health Serv Res. 2025 Jul 28;25(1):985. doi: 10.1186/s12913-025-13172-z.
Service quality plays a crucial role in shaping patient experience and satisfaction in prosthetic and orthotic services. However, limited research has examined the specific impact of SERVQUAL dimensions (Reliability, Assurance, Tangibility, Responsiveness, and Empathy) on patient satisfaction and patient experience in this field. This study aimed to assess the relationships between service quality, patient experience, and satisfaction, providing insights for healthcare improvement.
This cross-sectional study collected data from 307 patients receiving prosthetic and orthotic care at 14 centers across public, private, military, and NGO-operated facilities. A structured questionnaire based on the SERVQUAL model was administered, measuring patient experience, patient satisfaction, and service quality dimensions using a 5-point Likert scale. Structural equation modelling was conducted using IBM SPSS AMOS 28 to assess direct and indirect relationships among the study variables.
The findings indicate that Responsiveness, Assurance, and Tangibility were the strongest predictors of patient experience and satisfaction (p < 0.001). Patient experience played a mediating role, reinforcing the importance of effective communication, timely service delivery, and competent care providers. Reliability significantly influenced PS (p < 0.001) but had no impact on PE (p = 0.386), while Empathy did not significantly affect PS (p = 0.311), suggesting that practical aspects such as device functionality and efficiency may be prioritized over emotional considerations in P&O care.
This study highlights the critical role of service quality in shaping patient experience and satisfaction in P&O services. Responsiveness, Assurance, and Tangibility should be prioritized to enhance patient-centered care. Policymakers should focus on standardized training programs, infrastructure improvements, and public-private partnerships to ensure accessible and high-quality P&O services globally. Future research should explore longitudinal effects of service quality on patient outcomes to further optimize healthcare delivery in this field.
服务质量在塑造假肢和矫形服务中的患者体验及满意度方面起着至关重要的作用。然而，针对SERVQUAL维度（可靠性、保证性、有形性、响应性和移情性）对该领域患者满意度和患者体验的具体影响的研究有限。本研究旨在评估服务质量、患者体验和满意度之间的关系，为医疗保健改进提供见解。
这项横断面研究收集了来自14个中心（包括公立、私立、军事和非政府组织运营的机构）接受假肢和矫形护理的307名患者的数据。使用基于SERVQUAL模型的结构化问卷，采用5点李克特量表测量患者体验、患者满意度和服务质量维度。使用IBM SPSS AMOS 28进行结构方程建模，以评估研究变量之间的直接和间接关系。
研究结果表明，响应性、保证性和有形性是患者体验和满意度的最强预测因素（p < 0.001）。患者体验起到了中介作用，强化了有效沟通、及时服务提供和称职护理提供者的重要性。可靠性对患者满意度有显著影响（p < 0.001），但对患者体验没有影响（p = 0.386），而移情性对患者满意度没有显著影响（p = 0.311），这表明在假肢和矫形护理中，诸如设备功能和效率等实际方面可能比情感因素更受重视。
本研究强调了服务质量在塑造假肢和矫形服务中的患者体验和满意度方面的关键作用。应优先考虑响应性、保证性和有形性，以加强以患者为中心的护理。政策制定者应专注于标准化培训计划、基础设施改善以及公私伙伴关系，以确保全球范围内可获得且高质量的假肢和矫形服务。未来的研究应探索服务质量对患者结局的纵向影响，以进一步优化该领域的医疗服务提供。
