Bridging the dichotomous gap between expectations and perceptions in quantifying hospice care quality

Area of Science:

• Healthcare Management
• Artificial Intelligence in Healthcare
• Patient Experience Research

Background:

• The SERVQUAL model is widely used to assess service quality.
• Understanding patient satisfaction in hospice care is crucial for improving end-of-life experiences.
• Integrating emotional and tangible aspects of care impacts patient perception.

Purpose of the Study:

• To investigate the impact of SERVQUAL dimensions on customer satisfaction in hospice care.
• To analyze the role of reliability, assurance, empathy, responsiveness, and tangibility in hospice service quality.
• To determine how these factors contribute to a positive perception of quality and a good death.

Main Methods:

• Utilized fuzzy logic and neural network algorithms for analysis.
• Employed a threshold logic unit to generate observation outcomes.
• Quantified the influence of individual service quality dimensions on overall satisfaction.

Main Results:

• Reliability was identified as the most critical factor in hospice service outcomes.
• Assurance, empathy, responsiveness, and tangibility significantly influenced patient satisfaction by integrating emotions.
• These peripheral variables contributed to an increased quality of life and positive disconfirmation of expectations.

Conclusions:

• A holistic approach to hospice service quality, encompassing emotional and tangible elements, is essential.
• Meeting or exceeding patient expectations (positive disconfirmation) is linked to higher satisfaction.
• Enhanced service quality in hospice care leads to a better end-of-life experience and perception of quality.