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 1ABCDEFDOI: 10.12659/MSM.941007
Med Sci Monit 2023; 29:e941007
Table 7 Results of the intergroup analysis of particular dimensions in the SERVQUAL model by place of residence of the patients surveyed.
| SERVQUAL dimension | P value* (main effect) | P value** (multiple comparisons) |
|---|---|---|
| Materiality – expected | 0.761 | |
| Tangibility – received | 0.042 | Village vs city up to 10 000 inhabitants: P=0.702Village vs city up to 100 000 inhabitants: P=0.431Village vs city over 100 000 inhabitants: P=0.023Town up to 10 000 inhabitants vs city up to 100 000 inhabitants: P=0.991Town up to 10 000 inhabitants vs city over 100 000 inhabitants: P=0.616Town up to 100 000 inhabitants vs city over 100 000 inhabitants: P=0.768 |
| Tangibility – difference | 0.017 | Village vs city up to 10 000 inhabitants: P=0.555Village vs city up to 100 000 inhabitants: P=0.223Village vs city over 100 000 inhabitants: P=0.009Town up to 10 000 inhabitants vs city up to 100 000 inhabitants: P=0.976Town up to 10 000 inhabitants vs city over 100 000 inhabitants: P=0.611City up to 100 000 inhabitants vs city over 100 000 inhabitants: P=0.840 |
| Reliability – expected | 0.216 | – |
| Reliability – received | 0.045 | Village vs city up to 10 000 inhabitants: P=0.907Village vs city up to 100 000 inhabitants: P=0.933Village vs city over 100 000 inhabitants: P=0.028Town up to 10 000 inhabitants vs city up to 100 000 inhabitants: P=0.999Town up to 10 000 inhabitants vs city over 100 000 inhabitants: P=0.394Town up to 100 000 inhabitants vs city over 100 000 inhabitants: P=0.268 |
| Reliability – difference | 0.015 | Village vs city up to 10 000 inhabitants: P=0.904Village vs city up to 100 000 inhabitants: P=0.293Village vs city over 100 000 inhabitants: P=0.009Town up to 10 000 inhabitants vs city up to 100 000 inhabitants: P=0.827Town up to 10 000 inhabitants vs city over 100 000 inhabitants: P=0.244City up to 100 000 inhabitants vs city over 100 000 inhabitants: P=0.748 |
| Responsiveness – expected | 0.675 | – |
| Responsiveness – received | 0.016 | Village vs city up to 10 000 inhabitants: P=0.596Village vs city up to 100 000 inhabitants: P=0.957Village vs city over 100 000 inhabitants: P=0.010Town up to 10 000 inhabitants vs city up to 100 000 inhabitants: P=0.898Town up to 10 000 inhabitants vs city over 100 000 inhabitants: P=0.592City up to 100 000 inhabitants vs city over 100 000 inhabitants: P=0.132 |
| Responsiveness – difference | 0.009 | Village vs city up to 10 000 inhabitants: P=0.507Village vs city up to 100 000 inhabitants: P=0.651Village vs city over 100 000 inhabitants: P=0.004Town up to 10 000 inhabitants vs city up to 100 000 inhabitants: P=0.992Town up to 10 000 inhabitants vs city over 100 000 inhabitants: P=0.528City up to 100 000 inhabitants vs city over 100 000 inhabitants: P=0.282 |
| Assurance – expected | 0.234 | – |
| Assurance – received | 0.084 | – |
| Assurance – difference | 0.115 | – |
| Empathy – expected | 0.148 | – |
| Empathy – received | 0.044 | Village vs city up to 10 000 inhabitants: P=0.321Village vs city up to 100 000 inhabitants: P=0.637Village vs city over 100 000 inhabitants: P=0.029Town up to 10 000 inhabitants vs city up to 100 000 inhabitants: P=0.948Town up to 10 000 inhabitants vs city over 100 000 inhabitants: P=0.948City up to 100 000 inhabitants vs city over 100 000 inhabitants: P=0.616 |
| Empathy – difference | 0.040 | Village vs city up to 10 000 inhabitants: P=0.577Village vs city up to 100 000 inhabitants: P=0.152Village vs city over 100 000 inhabitants: P=0.037Town up to 10 000 inhabitants vs city up to 100 000 inhabitants: P=0.932Town up to 10 000 inhabitants vs city over 100 000 inhabitants: P=0.813Town up to 100 000 inhabitants vs city over 100 000 inhabitants: P=0.994 |
| * Univariate analysis of variance; ** Tukey test (post-hoc). | ||