Naslov
OVERVIEW OF THE QUALITY OF SECONDARY HEALTH CARE SERVQUAL MEASURING INSTRUMENTS

Autori
Aleksijević, Agneza ; Medić, Mane ; Aleksijević, Marko

Vrsta, podvrsta i kategorija rada
Sažeci sa skupova, sažetak, znanstveni

Izvornik
Interdisciplinary-Management-Research-IMR-XII / Bacher, Urban ; Barković, Dražen ; Dernoscheg, Karl-Heinz ; Lamza-Maronić, Maja ; Matić, Branko ; Pap, Norbert ; Runzheimer, Bodo - Osijek : Ekonomski fakultet Sveučilišta Josipa Jurja Strossmayera u Osijeku ; Hochschule Pforzheim University of Applied Sciences, 2016, 29-40

Skup
INTERDISCIPLINARY MANAGEMENT RESEARCH XII

Mjesto i datum
Opatija, Hrvatska, 20.05.2016. - 22.05.2016

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
service marketing, service quality, secondary health care, SERVQUAL

Sažetak
Improving the quality in health care institutions is a segment of quality man-agement focused on increasing the ability to meet the requirements. Health care quality meets the needs of users, professional needs and achieves set objectives, and uses the resources in the most effi cient manner. Quality assurance requires determining the procedures used, the method of checking within the system and quality control which includes verifi cation of realized procedures set in place to ensure quality. Quality in health care is an example of good practice of adop-tion and improvement of standards, processes and outcomes. Improving qual-ity requires knowledge and skills with a focus on lifelong learning, adaptation of patients’ needs and values. The aim of this paper is to present marketing and quality of secondary healthcare services in the City of Vukovar and Croa-tian Veterans Hospitalby applying the SERVQUAL instrument. Research has shown how much importance Croatian veterans attach to dimensions of quality of services and whether there are diff erences and discrepancies between perceptions and expectations regarding the provision of services at the hospital. Th e result showed signifi cantly higher scores in expectations in relation to the perception in all dimensions of the SERVQUAL model ( Student’s t-test, p <0.001 ). As expected, the highest score was achieved in the category Reli-ability, while the lowest was achieved for the category Tangible elements, while in the category of perception the lowest score was achieved for Understanding for the users’, and the highest was achieved for Tangible elements. Th is paper can encourage hospital management to contemplate future quality measure-ments in order to identify the parameters of quality with an aim of achieving improvement. Quality is the responsibility of everyone within the organization, poor quality is expensive because of the ineffi ciency of people within the system.

Izvorni jezik
Engleski

Znanstvena područja
Javno zdravstvo i zdravstvena zaštita, Ekonomija

POVEZANOST RADA