engleski

SERVPERF model for measuring laboratory service quality through patient satisfaction

Background: Great contribution to the quality improvement of laboratory service is review of patient feedbacks, which is also one of the ISO 15189 requirements. Measurement of service quality is variable, intangible and heterogeneous, so it is necessary to use models for measuring quality of service, which establish dimensions that affect patients' satisfaction. The aim of the study was to evaluate appropriateness of SERVPERF (Service Performance) model for measuring patient satisfaction with laboratory service in outpatient unit. Materials and methods: Modified SERVPERF questionnaire included 26 questions covering demographic data, overall satisfaction and following dimensions: reliability, tangibility, empathy, assurance and responsiveness. Participants were asked to rank their satisfaction with the Likert 5-point scale from very dissatisfied (1) to very satisfied (5). One open- ended question were added for additional comments. The questionnaire was sent via Survey Monkey© platform to the patients who requested delivery of laboratory report by an e-mail. Data were analyzed using Microsoft Excel. Results: Totally, 843 patients have answered on the questionnaire, out of which 78 % were women. The majority of the respondents have university education (53 %) and already have used laboratory service in our hospital (73 %). Overall satisfaction of the respondents were 4.1. The respondents were dissatisfied with the tangible dimension such as appearance and size of laboratory space (2.6 and 2.9), while the most satisfied were with the responsiveness such as professionalism and courtesy (4.5) and reliability (4.5). Further, respondents were very satisfied with the laboratory reports delivery options (4.6) as a part of empathy dimension. Open-ended question have shown great dissatisfaction with tangible dimension. Conclusion: Although, response rate have not been known, the study have shown that the patient satisfaction with laboratory service mainly depends on the reliability and responsiveness dimension. In our case, further improvement of laboratory service should be focused on arranging and extension of waiting room and blood collection spaces.

SERVPERF ; service quality ; patient satisfaction

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