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 9 Results of the intergroup analysis of particular dimensions in the SERVQUAL model by the quality of life of the patients surveyed.
| SERVQUAL dimension | Decreases | No effect | P value* | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| χ̄ | Me | Min | Max | SD | χ̄ | Me | Min | Max | SD | ||
| Tangibility – expected | 23.5 | 25.0 | 10.0 | 25.0 | 2.2 | 23.1 | 24.0 | 14.0 | 25.0 | 2.2 | 0.089 |
| Tangibility – received | 18.7 | 19.0 | 8.0 | 25.0 | 3.6 | 19.4 | 20.0 | 9.0 | 25.0 | 3.1 | 0.140 |
| Tangibility – difference | −4.9 | −5.0 | −17.0 | 7.0 | 3.7 | −3.7 | −3.0 | −14.0 | 3.0 | 3.3 | 0.009 |
| Reliability – expected | 24.0 | 25.0 | 8.0 | 25.0 | 2.0 | 23.8 | 24.5 | 18.0 | 25.0 | 1.7 | 0.289 |
| Reliability – received | 19.8 | 20.0 | 7.0 | 25.0 | 3.6 | 20.5 | 21.0 | 13.0 | 25.0 | 3.0 | 0.099 |
| Reliability – difference | −4.2 | −4.0 | −18.0 | 4.0 | 3.5 | −3.3 | −3.0 | −11.0 | 1.0 | 2.8 | 0.028 |
| Responsiveness – expected | 19.4 | 20.0 | 7.0 | 20.0 | 1.5 | 19.4 | 20.0 | 16.0 | 20.0 | 1.2 | 0.806 |
| Responsiveness – received | 16.7 | 17.0 | 7.0 | 20.0 | 2.9 | 17.1 | 18.0 | 6.0 | 20.0 | 2.7 | 0.247 |
| Responsiveness – difference | −2.7 | −2.0 | −13.0 | 6.0 | 2.7 | −2.2 | −2.0 | −14.0 | 1.0 | 2.6 | 0.179 |
| Assurance – expected | 14.6 | 15.0 | 3.0 | 15.0 | 1.1 | 14.5 | 15.0 | 11.0 | 15.0 | 1.0 | 0.719 |
| Assurance – received | 13.3 | 14.0 | 5.0 | 15.0 | 2.1 | 13.6 | 14.0 | 8.0 | 15.0 | 1.8 | 0.280 |
| Assurance – difference | −1.3 | −0.5 | −9.0 | 3.0 | 1.9 | −1.0 | 0.0 | −7.0 | 2.0 | 1.7 | 0.160 |
| Empathy – expected | 24.3 | 25.0 | 8.0 | 25.0 | 1.8 | 24.3 | 25.0 | 20.0 | 25.0 | 1.4 | 0.978 |
| Empathy – received | 21.2 | 22.0 | 8.0 | 25.0 | 3.4 | 21.7 | 22.0 | 13.0 | 25.0 | 2.9 | 0.276 |
| Empathy – difference | −3.1 | −3.0 | −17.0 | 6.0 | 3.2 | −2.6 | −2.0 | −12.0 | 1.0 | 2.8 | 0.226 |
| χ̄ – mean; Me – median; Min – minimum value; Max – maximum value; SD – standard deviation. * test for independent samples. | |||||||||||