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10:39
Qualitative and Quantitative Validation of Tools with Rating Scales Aimed at Assessing the Quality of University Service-Learning
Published on: August 29, 2025
751
Results of mapping patients expectation using SERVQUAL.
1ASET & IT, Amity University, Uttar Pradesh, Noida, U.P., India.
Journal of Healthcare Quality Research
|November 10, 2020
Summary
Understanding patient expectations is key to improving hospital service quality. This study identified key factors influencing patient perceptions of healthcare quality, aiding hospital selection and service enhancement.
Area of Science:
- Healthcare Management
- Patient Experience Research
- Service Quality Assessment
Background:
- Assessing patient expectations is crucial for healthcare quality improvement.
- Benchmarking hospital services is challenging due to varied patient needs and claims of excellence.
- Identifying factors influencing patient perceptions of service quality is essential in a competitive healthcare landscape.
Purpose of the Study:
- To identify factors contributing to patient expectations of hospital service quality.
- To understand how patient needs vary based on disease criticality and available resources.
- To provide insights for enhancing the delivery of high-quality hospital services.
Main Methods:
- Surveyed indoor and outdoor patients across multi-speciality hospitals.
- Utilized factor analysis to determine key patient expectation drivers.
- Employed the SERVQUAL framework for evaluating service quality criteria.
Main Results:
- Identified distinct patient priorities regarding service demands.
- Highlighted variations in how different patient groups perceive service quality.
- Demonstrated the potential for a system to guide patients toward high-quality hospitals.
Conclusions:
- Pinpointed critical factors that define high-quality hospital service delivery.
- Proposed a framework for future evaluation of hospital service quality.
- Emphasized the importance of aligning services with patient expectations for superior outcomes.
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