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A case study of applying importance-performance analysis in orthopedic department to evaluate service quality

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  • Hsin-Hung Wu
  • Shu-Min Hsieh

Abstract

A case study of evaluating service quality of orthopedic department at a regional hospital located in central Taiwan is presented. The questionnaire was designed based on SERVQUAL model with 22 items. In addition, importance-performance analysis (IPA) was applied to identify the major strengths and weaknesses in this study. For the degree of importance, physicians' expertise has the highest importance but neat dressed staff is the least important item. In contrast to importance, physicians' expertise has the highest performance rating, while convenient transportation and parking convenience receives the lowest performance rating from patients' points of view. To further applying IPA to identify major strengths and weaknesses, the results show that there is no major weakness at orthopedic department, while there are nine major strengths from patients' viewpoints. Therefore, these nine major strengths mainly belonging to tangibility should be maintained to gain competitive advantage.

Suggested Citation

  • Hsin-Hung Wu & Shu-Min Hsieh, 2012. "A case study of applying importance-performance analysis in orthopedic department to evaluate service quality," International Journal of Management and Decision Making, Inderscience Enterprises Ltd, vol. 12(1), pages 50-68.
    • Handle: RePEc:ids:ijmdma:v:12:y:2012:i:1:p:50-68
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    Cited by:

    1. Jinho Kim & Seongyoon Lee & Jaiill Lee & Seokjung Kang, 2021. "Performance evaluation for the outsourcing of military base management services in the Republic of Korea using SERVQUAL and IPA," Quality & Quantity: International Journal of Methodology, Springer, vol. 55(4), pages 1497-1512, August.
    2. Shu-Yun Yin & Kuan-Kai Huang & Jiunn-I Shieh & Yu-Huei Liu & Hsin-Hung Wu, 2016. "Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 50(2), pages 751-766, March.

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