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 4 Results of the intergroup SERVQAL analysis for the outpatient clinic and hospital patients.
| SERVQUAL dimension | Outpatient clinic (n=218) | Hospital (n=195) | P value* | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| χ̄ | Me | Min | Max | SD | χ̄ | Me | Min | Max | SD | ||
| Tangibility – expected | 23.7 | 25.0 | 17.0 | 25.0 | 1.8 | 23.1 | 24.0 | 10.0 | 25.0 | 2.6 | 0.004 |
| Tangibility – received | 19.4 | 20.0 | 9.0 | 25.0 | 3.4 | 18.3 | 19.0 | 8.0 | 25.0 | 3.6 | 0.002 |
| Tangibility – difference | −4.4 | −4.0 | −15.0 | 3.0 | 3.4 | −4.9 | −5.0 | −17.0 | 7.0 | 4.0 | 0.126 |
| Reliability – expected | 24.1 | 25.0 | 18.0 | 25.0 | 1.5 | 23.8 | 25.0 | 8.0 | 25.0 | 2.3 | 0.182 |
| Reliability – received | 19.9 | 20.0 | 8.0 | 25.0 | 3.4 | 19.9 | 20.0 | 7.0 | 25.0 | 3.7 | 0.991 |
| Reliability – difference | −4.1 | −3.0 | −17.0 | 1.0 | 3.2 | −3.8 | −3.0 | −18.0 | 4.0 | 3.6 | 0.404 |
| Responsiveness – expected | 19.4 | 20.0 | 12.0 | 20.0 | 1.3 | 19.4 | 20.0 | 7.0 | 20.0 | 1.6 | 0.702 |
| Responsiveness – received | 16.9 | 17.0 | 6.0 | 20.0 | 2.8 | 16.7 | 17.0 | 7.0 | 20.0 | 2.8 | 0.540 |
| Responsiveness – difference | −2.5 | −2.0 | −14.0 | 1.0 | 2.6 | −2.6 | −2.0 | −13.0 | 6.0 | 2.8 | 0.661 |
| Assurance – expected | 14.6 | 15.0 | 11.0 | 15.0 | 0.9 | 14.5 | 15.0 | 3.0 | 15.0 | 1.3 | 0.209 |
| Assurance – received | 13.4 | 14.0 | 6.0 | 15.0 | 2.0 | 13.3 | 14.0 | 5.0 | 15.0 | 2.0 | 0.814 |
| Assurance – difference | −1.3 | 0.0 | −9.0 | 1.0 | 1.8 | −1.2 | 0.0 | −7.0 | 3.0 | 1.9 | 0.641 |
| Empathy – expected | 24.4 | 25.0 | 17.0 | 25.0 | 1.4 | 24.2 | 25.0 | 8.0 | 25.0 | 1.9 | 0.302 |
| Empathy – received | 21.2 | 22.0 | 8.0 | 25.0 | 3.2 | 21.5 | 22.0 | 8.0 | 25.0 | 3.3 | 0.533 |
| Empathy – difference | −3.2 | −3.0 | −17.0 | 0.0 | 3.0 | −2.8 | −2.0 | −11.0 | 6.0 | 3.1 | 0.233 |
| χ̄ – mean; Me – median; Min – minimum value; Max – maximum value; SD – standard deviation. * test for independent samples. | |||||||||||