Perception difference of patients and healthcare professionals towards service quality in a computed tomography department

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Perception difference of patients and healthcare professionals towards service quality in a computed tomography department

 

Author: Pau, Shuk-yin
Title: Perception difference of patients and healthcare professionals towards service quality in a computed tomography department
Degree: M.Sc.
Year: 2001
Subject: Health facilities -- China -- Hong Kong -- Quality control -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Management
Pages: vii, 125 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1573211
URI: http://theses.lib.polyu.edu.hk/handle/200/413
Abstract: The service quality measurement scale (SERVQUAL) was developed to improve the management of service quality. It was proved by many researchers as a reliable and valid instrument to measure quality of service and its appropriateness for use in a healthcare setting. The aim of the study is to demonstrate the use of such scale to explore and compare patients' and healthcare professionals' perception towards service quality in a Computed Tomography Department. Data were collected by convenience sampling of 187 patients and 37 healthcare professionals. It is expected that SERVQUAL facilitates managers and healthcare professionals to identify strengths and weaknesses of their service and thus pave the way to service excellence. The results showed that differences existed between health professionals and patients in expected and perceived service quality at all item, dimension and overall levels. Although both groups got high expectation and perception of quality, all gap scores were negative in healthcare professionals. This indicated that their expectation could not be met in all aspects of service. On the other hand, positive gap score were found in half of the items indicating that patients expectation were exceeded. Besides some similarities could be found in their ranking of expected and perceived quality in dimensional level. These findings revealed areas of improvement and help to formulate strategies to achieve better service. Finally, recommendations and further studies would also be addressed.

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