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Service quality measurement.

J H McAlexander1, D O Kaldenberg, H F Koenig

  • 1College of Business, Oregon State University, Corvallis.

Journal of Health Care Marketing
|March 4, 1995
PubMed
Summary
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This study found that the SERVPERF model is superior for measuring healthcare service quality compared to SERVQUAL. Patient satisfaction and service quality perceptions have reciprocal influences, impacting future intentions.

Area of Science:

  • Health Services Research
  • Healthcare Management
  • Consumer Behavior in Healthcare

Background:

  • Measuring healthcare service quality is crucial for patient retention and organizational success.
  • Existing models like SERVQUAL have limitations in accurately assessing patient perceptions.
  • Understanding the relationship between service quality and patient satisfaction is key.

Purpose of the Study:

  • To compare the efficacy of four service quality measurement models in a healthcare context.
  • To investigate the influence of provider performance on dental patients' overall service quality perceptions.
  • To examine the causal relationship between service quality perceptions and patient satisfaction.

Main Methods:

  • Comparative analysis of four service quality measurement models.

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  • Utilized patient assessments to evaluate service quality and satisfaction.
  • Employed causal analysis to determine the relationship between service quality and satisfaction.

    • Main Results:

    • SERVPERF models demonstrated superiority over SERVQUAL models in measuring healthcare service quality.
    • Dental patients' perceptions of overall service quality were significantly influenced by provider performance.
    • A strong reciprocal relationship was identified between overall service quality perceptions and patient satisfaction.

    Conclusions:

    • The SERVPERF model is recommended for healthcare service quality assessment.
    • Provider performance is a critical driver of patient-perceived service quality.
    • Healthcare service quality and patient satisfaction are intertwined, mutually influencing each other.