Evaluation of the healthcare service quality - implementation of SERVQUAL method

• Authors: Valiantsina Yarmak , Ewa Rollnik-Sadowska

Title variants

PL

Ocena jakości usług medycznych - zastosowanie metody SERVQUAL

Abstracts

PL

Ewaluacja jest ważnym etapem w procesie podnoszenia jakości usług - zarówno publicznych, jak i prywatnych. W publikacji przedstawiono wyniki badania dotyczącego oceny jakości usług opieki zdrowotnej, które mają istotne znaczenie w kontekście jakości życia mieszkańców. Celem badawczym była ocena jakości usług opieki zdrowotnej w wybranym szpitalu publicznym poprzez ewaluację wymiarów jakości usług - materialności, rzetelności, reagowania pewności, empatii. Jako metodę badawczą wybrano kwestionariusz SERVQUAL, który został dostosowany do specyfiki usług medycznych poprzez identyfikację atrybutów wymiarów jakości w służbie zdrowia. Badanie ilościowe zostało przeprowadzone wśród 120 pacjentów oddziału terapeutycznego szpitala publicznego - klientów służby zdrowia. Oceniono znaczenie wymiarów usług opieki zdrowotnej i zidentyfikowano lukę pomiędzy postrzeganą a oczekiwaną jakością usług. Ocena jakości opieki zdrowotnej w analizowanym szpitalu publicznym wykazała, że charakteryzuje się ona stosunkowo wysokim poziomem pewności i empatii. Jednocześnie największa luka między postrzeganą a oczekiwaną jakością usług opieki zdrowotnej została zidentyfikowana w wymiarach materialności i reagowania.

EN

Evaluation of service quality is an important aspect of increasing the quality of services - both public and private. Our study focuses on healthcare services that are of significant importance in the quality's context of residents' life. The research aim of the study was an evaluation of healthcare service quality in the selected public hospital by assessment of service quality dimensions-tangibility, reliability, responsiveness, assurance, empathy. As the research method was selected, the SERVQUAL questionnaire, which was adjusted to the specificity of the researched unit and there were attributes of dimensions identified in the healthcare service. The quantitative research was conducted among 120 public hospital patients of therapeutic department - clients of the healthcare service. The importance of the dimensions of the healthcare service was evaluated and the gap between perceived and expected service quality was identified. The evaluation of the quality of the healthcare service in the analyzed public hospital proved that it is characterized by a relatively high level of assurance and empathy. At the same time, the biggest gap between perceived and expected healthcare service quality was identified in tangibility and responsiveness dimensions.

Keywords

EN

healthcare; service quality; evaluation of service quality; SERVQUAL; public hospitals

PL

opieka medyczna; jakość usług; ocena jakości usług; SERVQUAL; szpitale publiczne

• Publisher: Polskie Wydawnictwo Ekonomiczne
• Journal: Marketing i Rynek
• Year: 2022
• Issue: 10
• Pages: 19-32

Dates

published

2022

Contributors

author

Valiantsina Yarmak

• Bialystok University of Technology

• https://orcid.org/0000000332905093

author

Ewa Rollnik-Sadowska

• Bialystok University of Technology

• https://orcid.org/0000000248961199

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Identifiers

DOI

10.33226/1231-7853.2022.10.2

Biblioteka Nauki

11003774