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Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model

Author

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  • Aspasia Goula

    (Master of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences. University of West Attica, 12243 Athens, Greece)

  • Maria-Aggeliki Stamouli

    (Master of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences. University of West Attica, 12243 Athens, Greece)

  • Maria Alexandridou

    (Master of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences. University of West Attica, 12243 Athens, Greece)

  • Lemonia Vorreakou

    (Master of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences. University of West Attica, 12243 Athens, Greece)

  • Aristeidis Galanakis

    (Master of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences. University of West Attica, 12243 Athens, Greece)

  • Georgios Theodorou

    (Master of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences. University of West Attica, 12243 Athens, Greece)

  • Emmanouil Stauropoulos

    (Master of Health and Social Care Management, Department of Business Administration, School of Administrative, Economics and Social Sciences. University of West Attica, 12243 Athens, Greece)

  • Martha Kelesi

    (Department of Nursing, School of Health and Care Sciences, University of West Attica, 12243 Athens, Greece)

  • Evridiki Kaba

    (Department of Nursing, School of Health and Care Sciences, University of West Attica, 12243 Athens, Greece)

Abstract

(1) Background: Health care service quality has been equated with preparedness to provide, accessibility, suitability, adequacy, friendliness and ongoing support and has been connected to service excellence. The main aim of this study was to investigate patients’ perceptions and expectations regarding the quality of health services. (2) Materials and Methods: A cross-sectional analysis was carried out in 5 public general hospitals and convenience sampling was used as the sampling technique. Questionnaires were distributed to inpatients and outpatients and 700 valid questionnaires were returned. The SERVQUAL questionnaire was used for data collection in this survey. (3) Results: Overall, in this study, it became apparent that patients’ expectations as regarding the quality of the provided services were not met. All of the five quality dimensions had a negative gap between patients’ expectations and perceptions. (4) Conclusions: The findings suggested that hospital managers and health care professionals should be interested about patient expectations and subsequently they should search out ways and means to meet them. Open communication with patients, individualized attention, as well as responsiveness to their requirements, polite behavior, trustful atmosphere across the hospital and better physical facilities are the key elements that determine the patient’s judgment about quality.

Suggested Citation

  • Aspasia Goula & Maria-Aggeliki Stamouli & Maria Alexandridou & Lemonia Vorreakou & Aristeidis Galanakis & Georgios Theodorou & Emmanouil Stauropoulos & Martha Kelesi & Evridiki Kaba, 2021. "Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model," IJERPH, MDPI, vol. 18(7), pages 1-16, March.
    • Handle: RePEc:gam:jijerp:v:18:y:2021:i:7:p:3418-:d:524159
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    References listed on IDEAS

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    1. Linder-Pelz, Susie, 1982. "Social psychological determinants of patient satisfaction: A test of five hypotheses," Social Science & Medicine, Elsevier, vol. 16(5), pages 583-589, January.
    2. Simou, Effie & Koutsogeorgou, Eleni, 2014. "Effects of the economic crisis on health and healthcare in Greece in the literature from 2009 to 2013: A systematic review," Health Policy, Elsevier, vol. 115(2), pages 111-119.
    3. Keramidou, Ioanna & Triantafyllopoulos, Loukas, 2018. "The impact of the financial crisis and austerity policies on the service quality of public hospitals in Greece," Health Policy, Elsevier, vol. 122(4), pages 352-358.
    4. Jan Abel Olsen & Richard D. Smith, 2001. "Theory versus practice: a review of ‘willingness‐to‐pay’ in health and health care," Health Economics, John Wiley & Sons, Ltd., vol. 10(1), pages 39-52, January.
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    Cited by:

    1. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Kate Nicole M. Tayao & Klint Allen Mariñas & Irene Dyah Ayuwati & Reny Nadlifatin & Satria Fadil Persada, 2022. "Socio-Economic Factors Affecting Member’s Satisfaction towards National Health Insurance: An Evidence from the Philippines," IJERPH, MDPI, vol. 19(22), pages 1-24, November.
    2. Aspasia Goula & Theodoros Rizopoulos & Maria-Aggeliki Stamouli & Martha Kelesi & Evridiki Kaba & Sotirios Soulis, 2022. "Internal Quality and Job Satisfaction in Health Care Services," IJERPH, MDPI, vol. 19(3), pages 1-17, January.
    3. Aleksandra Jonkisz & Piotr Karniej & Dorota Krasowska, 2022. "The Servqual Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries," IJERPH, MDPI, vol. 19(13), pages 1-15, June.

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