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 5 Results of the intergroup analysis of particular dimensions in the SERVQUAL model by the sex of the patients surveyed.
SERVQUAL dimension | Women | Men | P value* | ||||||||
---|---|---|---|---|---|---|---|---|---|---|---|
χ̄ | Me | Min | Max | SD | χ̄ | Me | Min | Max | SD | ||
Tangibility – expected | 23.6 | 25.0 | 10.0 | 25.0 | 2.2 | 23.2 | 24.0 | 14.0 | 25.0 | 2.2 | 0.053 |
Tangibility – received | 18.8 | 19.0 | 8.0 | 25.0 | 3.7 | 19.0 | 19.0 | 9.0 | 25.0 | 3.3 | 0.431 |
Tangibility – difference | −4.9 | −4.0 | −17.0 | 5.0 | 3.9 | −4.1 | −4.0 | −15.0 | 7.0 | 3.5 | 0.031 |
Reliability – expected | 24.0 | 25.0 | 14.0 | 25.0 | 1.7 | 23.8 | 25.0 | 8.0 | 25.0 | 2.1 | 0.351 |
Reliability – received | 19.9 | 20.0 | 7.0 | 25.0 | 3.7 | 20.1 | 20.0 | 9.0 | 25.0 | 3.3 | 0.538 |
Reliability – difference | −4.1 | −3.0 | −18.0 | 1.0 | 3.6 | −3.8 | −3.0 | −14.0 | 4.0 | 3.1 | 0.288 |
Responsiveness – expected | 19.5 | 20.0 | 12.0 | 20.0 | 1.2 | 19.2 | 20.0 | 7.0 | 20.0 | 1.7 | 0.067 |
Responsiveness – received | 16.8 | 18.0 | 6.0 | 20.0 | 3.0 | 16.8 | 17.0 | 8.0 | 20.0 | 2.5 | 0.975 |
Responsiveness – difference | −2.7 | −2.0 | −14.0 | 1.0 | 2.9 | −2.4 | −2.0 | −10.0 | 6.0 | 2.4 | 0.308 |
Assurance – expected | 14.6 | 15.0 | 10.0 | 15.0 | 0.9 | 14.5 | 15.0 | 3.0 | 15.0 | 1.3 | 0.488 |
Assurance – received | 13.2 | 14.0 | 5.0 | 15.0 | 2.1 | 13.5 | 14.0 | 6.0 | 15.0 | 1.9 | 0.207 |
Assurance – difference | −1.4 | 0.0 | −9.0 | 3.0 | 1.9 | −1.0 | 0.0 | −7.0 | 3.0 | 1.8 | 0.070 |
Empathy – expected | 24.4 | 25.0 | 17.0 | 25.0 | 1.4 | 24.2 | 25.0 | 8.0 | 25.0 | 2.0 | 0.317 |
Empathy – received | 21.4 | 22.0 | 8.0 | 25.0 | 3.3 | 21.3 | 21.0 | 8.0 | 25.0 | 3.2 | 0.931 |
Empathy – difference | −3.1 | −2.0 | −17.0 | 3.0 | 3.2 | −2.9 | −3.0 | −11.0 | 6.0 | 2.9 | 0.625 |
χ̄ – mean; Me – median; Min – minimum value; Max – maximum value; SD – standard deviation. * test for independent samples. |