Naslov
Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL

Autori
Ozretić Došen, Đurđana ; Škare, Vatroslav ; Čerfalvi, Vesna ; Benceković, Željka ; Komarac, Tanja

Izvornik
Acta clinica Croatica (0353-9466) 59 (2020), 2; 285-293

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
Service Quality ; Healthcare ; Hospital ; SERVQUAL ; Transitional country ; Developing Country ; Croatia ; Sestre milosrdnice University Hospital Centre

Sažetak
Hospital healthcare service quality measurement represents an important approach for advancing healthcare systems. This paper presents preliminary results of a research on the quality of healthcare services provided by a large, public, university hospital centre in Croatia, based on the Gaps Model of Service Quality and the SERVQUAL instrument. The importance of particular service quality dimensions was analyzed, as well as the gaps between patient perceptions and expectations of healthcare services provided by 18 departments of the university hospital centre. Results revealed the gaps that exist at the level of the university hospital centre as a whole, showing the size variations in different service quality dimensions. The management of the university hospital centre should improve healthcare service quality in all dimensions by paying particular attention to the ‘responsiveness’ and ‘tangibility’, where the largest gap was identified.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

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