Meeting Patient Expectations: Assessing Medical Service and Quality of Care Using the SERVQUAL Model in Dermatology Patients at a Single Center in Poland

13 August 2023: Clinical Research

Aleksandra Jonkisz ^1ABCDEF* , Piotr Karniej ^23ADEF , Dorota Maria Krasowska ^1ABCDEF

DOI: 10.12659/MSM.941007

Med Sci Monit 2023; 29:e941007

Table 1 Characteristics of the study participants with a division into the clinic (outpatients) and hospital (inpatients).

Characteristics		Outpatient setting n=218		Hospital n=195		P value
Characteristics		n	%	n	%	P value
Sex	Female	125	57.3	118	60.5	0.51^*
Sex	Male	93	42.7	77	39.5	0.51^*
Place of residence	Rural area (village)	65	29.8	77	39.5	^*
	City	21	9.6	43	22.1
	City	50	22.9	31	15.9
	City >100 000 inhabitants	82	37.6	44	22.6
Employment status	No, I do not work	38	17.4	60	31.1	0.002^*
	Yes, I work	147	67.4	94	48.7
	Yes, I study	9	4.1	9	4.7
	Yes, I work, I study	3	1.4	2	1.0
	I am on a pension	14	6.4	25	12.9
	I am retired	6	2.8	3	1.6
	I am retired, I work, I study	1	0.5	0	0.0
Influence on QOL	No effect	63	28.9	24	12.3	0.001^*
	Decreases	151	69.3	171	87.7
	Improves	4	1.8	0	0.0
Financial status	Poor or medium	80	36.7	60	30.8	0.001^*
Financial status	Good or very good	138	63.3	135	69.2	0.001^*
Age	χ̄±SD	44.4±12.1		50.5±14.9		0.015^**
n – number of persons; % – percent; χ̄ – mean; SD – standard deviation; QOL – quality of life. ^* Chi-square test, ^** Mann-Whitney U test.