IDEAS home Printed from https://ideas.repec.org/a/plo/pone00/0190123.html
   My bibliography  Save this article

Patients’ perceptions of service quality in China: An investigation using the SERVQUAL model

Author

Listed:
  • Li-hua Fan
  • Lei Gao
  • Xin Liu
  • Shi-hong Zhao
  • Hui-tong Mu
  • Zhe Li
  • Lei Shi
  • Ling-ling Wang
  • Xiao-li Jia
  • Min Ha
  • Feng-ge Lou

Abstract

Background and aim: The doctor–patient relationship has been a major focus of society. Hospitals’ efforts to improve the quality of their medical services have been to reduce the probability of doctor–patient conflicts. In this study, we aimed to determine the gap between expectations and perceptions of service quality according to patients to provide reference data for creating strategies to improve health care quality. Methods: Twenty–seven hospitals in 15 provinces (municipalities directly beneath the central government) were selected for our survey; we sent out 1,589 questionnaires, of which 1,520 were collected (response rate 95.65%) and 1,303 were valid (85.72% effective recovery rate). Paired t-tests were used to analyze whether there were significant differences between patients' expectations and perceived service quality. A binary logistic regression analysis was used to determine whether there were significant differences in the gap between expectation and perception of service quality according to patients' demographic characteristics. Results: There was a significant difference between the expected and perceived service quality (p

Suggested Citation

  • Li-hua Fan & Lei Gao & Xin Liu & Shi-hong Zhao & Hui-tong Mu & Zhe Li & Lei Shi & Ling-ling Wang & Xiao-li Jia & Min Ha & Feng-ge Lou, 2017. "Patients’ perceptions of service quality in China: An investigation using the SERVQUAL model," PLOS ONE, Public Library of Science, vol. 12(12), pages 1-13, December.
    • Handle: RePEc:plo:pone00:0190123
    DOI: 10.1371/journal.pone.0190123
    as

    Download full text from publisher

    File URL: https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0190123
    Download Restriction: no
    File URL: https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0190123&type=printable
    Download Restriction: no
    File URL: https://libkey.io/10.1371/journal.pone.0190123?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Hanan A. Alkorashy & Wejdan Ahmed Al‐Hothaly, 2022. "Quality of nursing care in Saudi's healthcare transformation era: A nursing perspective," International Journal of Health Planning and Management, Wiley Blackwell, vol. 37(3), pages 1566-1582, May.
    2. Uwe Konerding & Tom Bowen & Sylvia G Elkhuizen & Raquel Faubel & Paul Forte & Eleftheria Karampli & Tomi Malmström & Elpida Pavi & Paulus Torkki, 2019. "Development of a universal short patient satisfaction questionnaire on the basis of SERVQUAL: Psychometric analyses with data of diabetes and stroke patients from six different European countries," PLOS ONE, Public Library of Science, vol. 14(10), pages 1-24, October.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:plo:pone00:0190123. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: plosone (email available below). General contact details of provider: https://journals.plos.org/plosone/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.