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


DOI: 10.12659/MSM.941007
Med Sci Monit 2023; 29:e941007
Table 2 SERVQUAL results for the entire group of the patients surveyed.
Dimension | The group of patients (N=413) | ||||||
---|---|---|---|---|---|---|---|
χ̄ | Me | Min | Max | SD | P value* | ||
Tangibility | Expected | 23.4 | 25.0 | 10.0 | 25.0 | 2.2 | <0.001 |
Received | 18.9 | 19.0 | 8.0 | 25.0 | 3.5 | ||
Difference | −4.6 | −4.0 | −17.0 | 7.0 | 3.7 | ||
Reliability | Expected | 23.9 | 25.0 | 8.0 | 25.0 | 1.9 | <0.001 |
Received | 19.9 | 20.0 | 7.0 | 25.0 | 3.5 | ||
Difference | −4.0 | −3.0 | −18.0 | 4.0 | 3.4 | ||
Responsiveness | Expected | 19.4 | 20.0 | 7.0 | 20.0 | 1.4 | <0.001 |
Received | 16.8 | 17.0 | 6.0 | 20.0 | 2.8 | ||
Difference | −2.6 | −2.0 | −14.0 | 6.0 | 2.7 | ||
Assurance | Expected | 14.6 | 15.0 | 3.0 | 15.0 | 1.1 | <0.001 |
Received | 13.3 | 14.0 | 5.0 | 15.0 | 2.0 | ||
Difference | −1.2 | 0.0 | −9.0 | 3.0 | 1.8 | ||
Empathy | Expected | 24.3 | 25.0 | 8.0 | 25.0 | 1.7 | <0.001 |
Received | 21.3 | 22.0 | 8.0 | 25.0 | 3.3 | ||
Difference | −3.0 | −2.0 | −17.0 | 6.0 | 3.1 | ||
χ̄ – mean; Me – median; Min – minimum value; Max – maximum value; SD – standard deviation. * test. |