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 1ABCDEF
DOI: 10.12659/MSM.941007
Med Sci Monit 2023; 29:e941007
Table 3 Results of the within-group SERVQAL analysis for outpatient clinic and hospital patients.
| Dimension | χ̄ | Me | Min | Max | SD | P value* | |
|---|---|---|---|---|---|---|---|
| Tangibility | Expected | 23.7 | 25.0 | 17.0 | 25.0 | 1.8 | <0.001 |
| Received | 19.4 | 20.0 | 9.0 | 25.0 | 3.4 | ||
| Difference | −4.4 | −4.0 | −15.0 | 3.0 | 3.4 | ||
| Reliability | Expected | 24.1 | 25.0 | 18.0 | 25.0 | 1.5 | <0.001 |
| Received | 19.9 | 20.0 | 8.0 | 25.0 | 3.4 | ||
| Difference | −4.1 | −3.0 | −17.0 | 1.0 | 3.2 | ||
| Responsiveness | Expected | 19.4 | 20.0 | 12.0 | 20.0 | 1.3 | <0.001 |
| Received | 16.9 | 17.0 | 6.0 | 20.0 | 2.8 | ||
| Difference | −2.5 | −2.0 | −14.0 | 1.0 | 2.6 | ||
| Assurance | Expected | 14.6 | 15.0 | 11.0 | 15.0 | 0.9 | <0.001 |
| Received | 13.4 | 14.0 | 6.0 | 15.0 | 2.0 | ||
| Difference | −1.3 | 0.0 | −9.0 | 1.0 | 1.8 | ||
| Empathy | Expected | 24.4 | 25.0 | 17.0 | 25.0 | 1.4 | <0.001 |
| Received | 21.2 | 22.0 | 8.0 | 25.0 | 3.2 | ||
| Difference | −3.2 | −3.0 | −17.0 | 0.0 | 3.0 | ||
| Tangibility | Expected | 23.1 | 24.0 | 10.0 | 25.0 | 2.6 | <0.001 |
| Received | 18.3 | 19.0 | 8.0 | 25.0 | 3.6 | ||
| Difference | −4.9 | −5.0 | −17.0 | 7.0 | 4.0 | ||
| Reliability | Expected | 23.8 | 25.0 | 8.0 | 25.0 | 2.3 | <0.001 |
| Received | 19.9 | 20.0 | 7.0 | 25.0 | 3.7 | ||
| Difference | −3.8 | −3.0 | −18.0 | 4.0 | 3.6 | ||
| Responsiveness | Expected | 19.4 | 20.0 | 7.0 | 20.0 | 1.6 | <0.001 |
| Received | 16.7 | 17.0 | 7.0 | 20.0 | 2.8 | ||
| Difference | −2.6 | −2.0 | −13.0 | 6.0 | 2.8 | ||
| Assurance | Expected | 14.5 | 15.0 | 3.0 | 15.0 | 1.3 | <0.001 |
| Received | 13.3 | 14.0 | 5.0 | 15.0 | 2.0 | ||
| Difference | −1.2 | 0.0 | −7.0 | 3.0 | 1.9 | ||
| Empathy | Expected | 24.2 | 25.0 | 8.0 | 25.0 | 1.9 | <0.001 |
| Received | 21.5 | 22.0 | 8.0 | 25.0 | 3.3 | ||
| Difference | −2.8 | −2.0 | −11.0 | 6.0 | 3.1 | ||
| χ̄ – mean; Me – median; Min – minimum value; Max – maximum value; SD – standard deviation. * test for independent samples. | |||||||