13 August 2023: Clinical Research
Meeting Patient Expectations: Assessing Medical Service and Quality of Care Using the SERVQUAL Model in Dermatology Patients at a Single Center in Poland
Aleksandra Jonkisz 1ABCDEF* , Piotr Karniej 23ADEF , Dorota Maria Krasowska 1ABCDEFDOI: 10.12659/MSM.941007
Med Sci Monit 2023; 29:e941007
Table 10 Results of the intergroup analysis of particular dimensions in the SERVQUAL model by the age category of the patients surveyed.
| SERVQUAL dimension | >36 Years | <36 Years | P value* | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| χ̄ | Me | Min | Max | SD | χ̄ | Me | Min | Max | SD | ||
| Tangibility – expected | 23.4 | 25.0 | 10.0 | 25.0 | 2.3 | 23.4 | 24.0 | 16.0 | 25.0 | 1.9 | 0.835 |
| Tangibility – received | 18.9 | 19.0 | 8.0 | 25.0 | 3.5 | 18.7 | 19.0 | 9.0 | 25.0 | 3.5 | 0.644 |
| Tangibility – difference | −4.6 | −4.0 | −17.0 | 7.0 | 3.7 | −4.7 | −4.0 | −15.0 | 3.0 | 3.7 | 0.953 |
| Reliability – expected | 24.0 | 25.0 | 8.0 | 25.0 | 2.1 | 23.9 | 25.0 | 20.0 | 25.0 | 1.4 | 0.712 |
| Reliability – received | 20.1 | 20.0 | 7.0 | 25.0 | 3.5 | 19.6 | 20.0 | 11.0 | 25.0 | 3.4 | 0.211 |
| Reliability – difference | −3.9 | −3.0 | −18.0 | 4.0 | 3.4 | −4.3 | −4.0 | −14.0 | 1.0 | 3.4 | 0.255 |
| Responsiveness – expected | 19.4 | 20.0 | 7.0 | 20.0 | 1.5 | 19.5 | 20.0 | 15.0 | 20.0 | 1.2 | 0.717 |
| Responsiveness – received | 17.0 | 18.0 | 7.0 | 20.0 | 2.8 | 16.2 | 17.0 | 6.0 | 20.0 | 3.0 | 0.016 |
| Responsiveness – difference | −2.4 | −2.0 | −13.0 | 6.0 | 2.6 | −3.2 | −3.0 | −14.0 | 1.0 | 2.9 | 0.006 |
| Assurance – expected | 14.6 | 15.0 | 3.0 | 15.0 | 1.2 | 14.6 | 15.0 | 11.0 | 15.0 | 0.9 | 0.995 |
| Assurance – received | 13.5 | 14.0 | 5.0 | 15.0 | 1.9 | 12.9 | 13.0 | 8.0 | 15.0 | 2.1 | 0.012 |
| Assurance – difference | −1.1 | 0.0 | −9.0 | 3.0 | 1.7 | −1.7 | −1.0 | −7.0 | 1.0 | 2.0 | 0.006 |
| Empathy – expected | 24.3 | 25.0 | 8.0 | 25.0 | 1.8 | 24.4 | 25.0 | 20.0 | 25.0 | 1.3 | 0.611 |
| Empathy – received | 21.5 | 22.0 | 8.0 | 25.0 | 3.3 | 20.8 | 21.0 | 10.0 | 25.0 | 3.3 | 0.065 |
| Empathy – difference | −2.8 | −2.0 | −17.0 | 6.0 | 3.0 | −3.6 | −3.0 | −12.0 | 0.0 | 3.1 | 0.025 |
| χ̄ – mean; Me – median; Min – minimum value; Max – maximum value; SD – standard deviation. * test for independent samples. | |||||||||||