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Perceptions of responsiveness in service delivery
Journal of Hospital Marketing
|December 9, 1994
Summary
This study examined patient perceptions of nurse responsiveness, specifically focusing on the accuracy of their perceived versus actual response times to call bells. Findings reveal discrepancies impact patient satisfaction with nursing care.
Area of Science:
- Healthcare Management
- Service Quality Research
- Patient Experience Studies
Background:
- Service quality is crucial in healthcare marketing.
- Responsiveness is a key component of service quality.
- Understanding patient perceptions of time is vital for healthcare providers.
Purpose of the Study:
- To investigate the responsiveness component of service quality in healthcare.
- To analyze patient perceptions of time and expectations for responsiveness.
- To determine if perceived bell response time differs from actual response time and its impact on perceived nursing responsiveness.
Main Methods:
- Investigated the responsiveness component of service quality.
- Addressed customer perceptions of time and expectations for responsiveness.
- Determined differences between perceived and actual patient call bell response times.
Main Results:
- Patient perception of bell response time may differ from actual response time.
- The discrepancy between perceived and actual response times affects patient perception of nurse responsiveness.
Conclusions:
- Healthcare providers must align actual response times with patient expectations.
- Improving the accuracy of perceived response times can enhance patient satisfaction with nursing care.
- Focusing on service quality marketing through responsiveness is essential.