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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

Authors information Article notes Copyright and License information

Table 6 Results of the intergroup analysis of particular dimensions in the SERVQUAL model by place of residence of the patients surveyed.

Place of residenceDimensionχ̄MeMinMaxSD
Rural area (villages)(n=142)Tangibility – expected23.325.015.025.02.4
Tangibility – received19.520.09.025.03.3
Tangibility – difference−3.9−3.0−14.07.03.6
Reliability – expected23.825.08.025.02.4
Reliability – received20.421.09.025.03.4
Reliability – difference−3.4−3.0−16.04.03.3
Reliability – expected19.320.07.020.01.7
Responsiveness – received17.318.07.020.02.5
Responsiveness – difference−2.1−2.0−13.06.02.5
Assurance – expected14.515.03.015.01.4
Assurance – received13.514.06.015.01.9
Assurance – difference−1.00.0−7.03.01.7
Empathy – expected24.325.08.025.02.0
Empathy – received21.923.08.025.03.2
Empathy – difference−2.4−2.0−10.06.02.9
City up to 10 000 inhabitants(n=64)Tangibility – expected23.324.010.025.02.5
Tangibility – received18.919.09.025.03.6
Tangibility – difference−4.6−5.0−13.03.03.5
Reliability – expected23.925.020.025.01.6
Reliability – received20.120.08.025.03.5
Reliability – difference−3.7−3.0−17.00.03.3
Reliability – expected19.420.014.020.01.3
Responsiveness – received16.718.08.020.03.1
Responsiveness – difference−2.6−2.0−12.00.02.7
Assurance – expected14.415.010.015.01.1
Assurance – received13.113.06.015.02.0
Assurance – difference−1.3−1.0−7.00.01.7
Empathy – expected24.125.020.025.01.6
Empathy – received21.121.011.025.03.0
Empathy – difference−3.0−2.0−14.03.02.9
City up to 100 000 inhabitants(n=81)Tangibility – expected23.625.017.025.01.9
Tangibility – received18.719.09.025.03.8
Tangibility – difference−4.9−4.0−15.05.04.0
Reliability – expected24.325.020.025.01.3
Reliability – received20.120.013.025.03.3
Reliability – difference−4.2−4.0−11.01.03.2
Reliability – expected19.620.016.020.01.0
Responsiveness – received17.118.06.020.02.9
Responsiveness – difference−2.5−2.0−14.01.02.8
Assurance – expected14.815.012.015.00.7
Assurance – received13.715.08.015.01.8
Assurance – difference−1.10.0−7.03.01.8
Empathy – expected24.725.020.025.01.0
Empathy – received21.422.013.025.03.4
Empathy – difference−3.3−2.5−12.01.03.3
City over 100 000 inhabitants(n=126)Tangibility – expected23.525.014.025.02.1
Tangibility – received18.318.08.025.03.4
Tangibility – difference−5.3−5.0−17.01.03.6
Reliability – expected23.925.014.025.01.8
Reliability – received19.220.07.025.03.6
Reliability – difference−4.7−4.0−18.01.03.6
Reliability – expected19.420.012.020.01.3
Responsiveness – received16.216.07.020.02.9
Responsiveness – difference−3.2−3.0−13.01.02.7
Assurance – expected14.615.011.015.01.0
Assurance – received13.014.05.015.02.2
Assurance – difference−1.5−1.0−9.02.02.0
Empathy – expected24.225.017.025.01.6
Empathy – received20.821.08.025.03.4
Empathy – difference−3.4−3.0−17.00.03.1
χ̄ – mean; Me – median; Min – minimum value; Max – maximum value; SD – standard deviation.
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Medical Science Monitor eISSN: 1643-3750
Medical Science Monitor eISSN: 1643-3750