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 6 Results of the intergroup analysis of particular dimensions in the SERVQUAL model by place of residence of the patients surveyed.
Place of residence | Dimension | χ̄ | Me | Min | Max | SD |
---|---|---|---|---|---|---|
Rural area (villages)(n=142) | Tangibility – expected | 23.3 | 25.0 | 15.0 | 25.0 | 2.4 |
Tangibility – received | 19.5 | 20.0 | 9.0 | 25.0 | 3.3 | |
Tangibility – difference | −3.9 | −3.0 | −14.0 | 7.0 | 3.6 | |
Reliability – expected | 23.8 | 25.0 | 8.0 | 25.0 | 2.4 | |
Reliability – received | 20.4 | 21.0 | 9.0 | 25.0 | 3.4 | |
Reliability – difference | −3.4 | −3.0 | −16.0 | 4.0 | 3.3 | |
Reliability – expected | 19.3 | 20.0 | 7.0 | 20.0 | 1.7 | |
Responsiveness – received | 17.3 | 18.0 | 7.0 | 20.0 | 2.5 | |
Responsiveness – difference | −2.1 | −2.0 | −13.0 | 6.0 | 2.5 | |
Assurance – expected | 14.5 | 15.0 | 3.0 | 15.0 | 1.4 | |
Assurance – received | 13.5 | 14.0 | 6.0 | 15.0 | 1.9 | |
Assurance – difference | −1.0 | 0.0 | −7.0 | 3.0 | 1.7 | |
Empathy – expected | 24.3 | 25.0 | 8.0 | 25.0 | 2.0 | |
Empathy – received | 21.9 | 23.0 | 8.0 | 25.0 | 3.2 | |
Empathy – difference | −2.4 | −2.0 | −10.0 | 6.0 | 2.9 | |
City up to 10 000 inhabitants(n=64) | Tangibility – expected | 23.3 | 24.0 | 10.0 | 25.0 | 2.5 |
Tangibility – received | 18.9 | 19.0 | 9.0 | 25.0 | 3.6 | |
Tangibility – difference | −4.6 | −5.0 | −13.0 | 3.0 | 3.5 | |
Reliability – expected | 23.9 | 25.0 | 20.0 | 25.0 | 1.6 | |
Reliability – received | 20.1 | 20.0 | 8.0 | 25.0 | 3.5 | |
Reliability – difference | −3.7 | −3.0 | −17.0 | 0.0 | 3.3 | |
Reliability – expected | 19.4 | 20.0 | 14.0 | 20.0 | 1.3 | |
Responsiveness – received | 16.7 | 18.0 | 8.0 | 20.0 | 3.1 | |
Responsiveness – difference | −2.6 | −2.0 | −12.0 | 0.0 | 2.7 | |
Assurance – expected | 14.4 | 15.0 | 10.0 | 15.0 | 1.1 | |
Assurance – received | 13.1 | 13.0 | 6.0 | 15.0 | 2.0 | |
Assurance – difference | −1.3 | −1.0 | −7.0 | 0.0 | 1.7 | |
Empathy – expected | 24.1 | 25.0 | 20.0 | 25.0 | 1.6 | |
Empathy – received | 21.1 | 21.0 | 11.0 | 25.0 | 3.0 | |
Empathy – difference | −3.0 | −2.0 | −14.0 | 3.0 | 2.9 | |
City up to 100 000 inhabitants(n=81) | Tangibility – expected | 23.6 | 25.0 | 17.0 | 25.0 | 1.9 |
Tangibility – received | 18.7 | 19.0 | 9.0 | 25.0 | 3.8 | |
Tangibility – difference | −4.9 | −4.0 | −15.0 | 5.0 | 4.0 | |
Reliability – expected | 24.3 | 25.0 | 20.0 | 25.0 | 1.3 | |
Reliability – received | 20.1 | 20.0 | 13.0 | 25.0 | 3.3 | |
Reliability – difference | −4.2 | −4.0 | −11.0 | 1.0 | 3.2 | |
Reliability – expected | 19.6 | 20.0 | 16.0 | 20.0 | 1.0 | |
Responsiveness – received | 17.1 | 18.0 | 6.0 | 20.0 | 2.9 | |
Responsiveness – difference | −2.5 | −2.0 | −14.0 | 1.0 | 2.8 | |
Assurance – expected | 14.8 | 15.0 | 12.0 | 15.0 | 0.7 | |
Assurance – received | 13.7 | 15.0 | 8.0 | 15.0 | 1.8 | |
Assurance – difference | −1.1 | 0.0 | −7.0 | 3.0 | 1.8 | |
Empathy – expected | 24.7 | 25.0 | 20.0 | 25.0 | 1.0 | |
Empathy – received | 21.4 | 22.0 | 13.0 | 25.0 | 3.4 | |
Empathy – difference | −3.3 | −2.5 | −12.0 | 1.0 | 3.3 | |
City over 100 000 inhabitants(n=126) | Tangibility – expected | 23.5 | 25.0 | 14.0 | 25.0 | 2.1 |
Tangibility – received | 18.3 | 18.0 | 8.0 | 25.0 | 3.4 | |
Tangibility – difference | −5.3 | −5.0 | −17.0 | 1.0 | 3.6 | |
Reliability – expected | 23.9 | 25.0 | 14.0 | 25.0 | 1.8 | |
Reliability – received | 19.2 | 20.0 | 7.0 | 25.0 | 3.6 | |
Reliability – difference | −4.7 | −4.0 | −18.0 | 1.0 | 3.6 | |
Reliability – expected | 19.4 | 20.0 | 12.0 | 20.0 | 1.3 | |
Responsiveness – received | 16.2 | 16.0 | 7.0 | 20.0 | 2.9 | |
Responsiveness – difference | −3.2 | −3.0 | −13.0 | 1.0 | 2.7 | |
Assurance – expected | 14.6 | 15.0 | 11.0 | 15.0 | 1.0 | |
Assurance – received | 13.0 | 14.0 | 5.0 | 15.0 | 2.2 | |
Assurance – difference | −1.5 | −1.0 | −9.0 | 2.0 | 2.0 | |
Empathy – expected | 24.2 | 25.0 | 17.0 | 25.0 | 1.6 | |
Empathy – received | 20.8 | 21.0 | 8.0 | 25.0 | 3.4 | |
Empathy – difference | −3.4 | −3.0 | −17.0 | 0.0 | 3.1 | |
χ̄ – mean; Me – median; Min – minimum value; Max – maximum value; SD – standard deviation. |