IDEAS home Printed from https://ideas.repec.org/a/spr/qualqt/v50y2016i2p751-766.html
   My bibliography  Save this article

Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

Author

Listed:
  • Shu-Yun Yin
  • Kuan-Kai Huang
  • Jiunn-I Shieh
  • Yu-Huei Liu
  • Hsin-Hung Wu

Abstract

Telehealth services provide a means of monitoring a patient’s vital signs through the use of equipment or mobile devices and have the potential to extend clinical outreach to more patients regardless of geographical locations. However, patient acceptance is essentially important for the success of telehealth implementations. Thus, it is of interest to evaluate patients’ attitudes and perceptions toward the use of telehealth services. This study combines service quality model and importance-performance analysis to evaluate telehealth services provided by a case hospital. The results show that six items belong to major weaknesses, which should be addressed immediately in order to reduce patients’ complaints. In contrast to major weaknesses, there are seven items classified as major strengths, which should be maintained to provide telehealth service excellence in order to establish better and longer relationships with patients in the long-term perspectives. Copyright Springer Science+Business Media Dordrecht 2016

Suggested Citation

  • 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.
  • Handle: RePEc:spr:qualqt:v:50:y:2016:i:2:p:751-766
    DOI: 10.1007/s11135-015-0174-4
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1007/s11135-015-0174-4
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1007/s11135-015-0174-4?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
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Jui-Kuei Chen & I-Shuo Chen, 2010. "Disparities Between Services Demanded And Services Received In Taiwanese Restaurants," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 4(1), pages 59-69.
    2. Azzopardi, Ernest & Nash, Robert, 2013. "A critical evaluation of importance–performance analysis," Tourism Management, Elsevier, vol. 35(C), pages 222-233.
    3. Ahmet Aktaş & A. Aksu & Beykan Çizel, 2007. "Destination Choice: An Important - Satisfaction Analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 41(2), pages 265-273, April.
    4. 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.
    5. Pan, Frank C., 2015. "Practical application of importance-performance analysis in determining critical job satisfaction factors of a tourist hotel," Tourism Management, Elsevier, vol. 46(C), pages 84-91.
    6. Ban Olimpia, 2012. "The Construction Of Importance-Performance Grid In Tourist Services Research Without The Direct Determination Of The Attributes Importance," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(1), pages 474-480, July.
    7. Hsin-Hung Wu & Yung-Tai Tang & Jyh-Wei Shyu, 2010. "A case of applying importance-performance analysis in identifying key success factors to develop marketing strategies," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(6), pages 1207-1218, October.
    8. Jiunn-I Shieh & Hsin-Hung Wu, 2009. "Applying importance-performance analysis to compare the changes of a convenient store," Quality & Quantity: International Journal of Methodology, Springer, vol. 43(3), pages 391-400, May.
    9. Hsin-Hung Wu & Jiunn-I Shieh, 2010. "Quantifying uncertainty in applying importance-performance analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(5), pages 997-1003, August.
    10. Jiunn-I Shieh & Hsin-Hung Wu, 2011. "Applying information-based methods in importance–performance analysis when the information of importance is unavailable," Quality & Quantity: International Journal of Methodology, Springer, vol. 45(3), pages 545-557, April.
    Full references (including those not matched with items on IDEAS)

    Citations

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


    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. Stefania Capecchi & Marta Meleddu & Manuela Pulina, 2019. "Quality evaluation and preferences of healthcare services: the case of telemedicine in Sardinia," Quality & Quantity: International Journal of Methodology, Springer, vol. 53(5), pages 2339-2351, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    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. Lin, Zhibin & Vlachos, Ilias, 2018. "An advanced analytical framework for improving customer satisfaction: A case of air passengers," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 114(C), pages 185-195.
    3. Lai, Ivan Ka Wai & Hitchcock, Michael, 2015. "Importance–performance analysis in tourism: A framework for researchers," Tourism Management, Elsevier, vol. 48(C), pages 242-267.
    4. Esmailpour, Javad & Aghabayk, Kayvan & Abrari Vajari, Mohammad & De Gruyter, Chris, 2020. "Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 129-150.
    5. Bentz, Julia & Lopes, Fernando & Calado, Helena & Dearden, Philip, 2016. "Enhancing satisfaction and sustainable management: Whale watching in the Azores," Tourism Management, Elsevier, vol. 54(C), pages 465-476.
    6. Yu-Chuan Chen, 2016. "Embracing the E-era: Constructing Internet Marketing Strategies and Practices in Teacher Education Departments," Asian Social Science, Canadian Center of Science and Education, vol. 12(5), pages 128-128, May.
    7. Yu-Yun Liu & Yin-Hao Chiu, 2017. "Evaluation of the Policy of the Creative Industry for Urban Development," Sustainability, MDPI, vol. 9(6), pages 1-23, June.
    8. Guizzardi, Andrea & Stacchini, Annalisa, 2017. "Destinations strategic groups via Multivariate Competition-based IPA," Tourism Management, Elsevier, vol. 58(C), pages 40-50.
    9. Jinyang Deng & Chad D. Pierskalla, 2018. "Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA," Sustainability, MDPI, vol. 10(3), pages 1-17, March.
    10. Sever, Ivan, 2015. "Importance-performance analysis: A valid management tool?," Tourism Management, Elsevier, vol. 48(C), pages 43-53.
    11. Pumpe, Andreas & Vallée, Franz, 2015. "The Total Landed Cost Concept. Begging for Answers," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Blecker, Thorsten & Kersten, Wolfgang & Ringle, Christian M. (ed.), Operational Excellence in Logistics and Supply Chains: Optimization Methods, Data-driven Approaches and Security Insights. Proceedings of the Hamburg , volume 22, pages 31-54, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
    12. Mohsin, Asad & Lengler, Jorge & Aguzzoli, Roberta, 2015. "Staff turnover in hotels: Exploring the quadratic and linear relationships," Tourism Management, Elsevier, vol. 51(C), pages 35-48.
    13. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    14. Cristina López & Rocío Ruíz-Benítez & Carmen Vargas-Machuca, 2019. "On the Environmental and Social Sustainability of Technological Innovations in Urban Bus Transport: The EU Case," Sustainability, MDPI, vol. 11(5), pages 1-22, March.
    15. Federica Cugnata & Silvia Salini, 2014. "Model-based approach for importance–performance analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 48(6), pages 3053-3064, November.
    16. Laura Grassini & Alessandro Magrini & Enrico Conti, 2023. "Formative-reflective scheme for the assessment of tourism destination competitiveness: an analysis of Italian municipalities," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(4), pages 3523-3548, August.
    17. Wang, Xia & Li, Xiang (Robert) & Zhen, Feng & Zhang, JinHe, 2016. "How smart is your tourist attraction?: Measuring tourist preferences of smart tourism attractions via a FCEM-AHP and IPA approach," Tourism Management, Elsevier, vol. 54(C), pages 309-320.
    18. Alshahrani Bander Sayaf, 2015. "Measuring Job Satisfaction Patterns in Saudi Arabia`s Southern Regions Hospitals: Implications for Hospital Staff Retention," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 1(3), pages 29-49, February.
    19. Harman Preet Singh & Mohammad Alshallaqi & Mohammed Altamimi, 2023. "Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia," Sustainability, MDPI, vol. 15(15), pages 1-25, August.
    20. Revenio C. JALAGAT JR. & Perfecto G. AQUINO JR., 2021. "Common Perceived Predictors Of Job Satisfaction Among Filipino Workers In Vietnam," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 13(3), pages 58-68, September.

    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:spr:qualqt:v:50:y:2016:i:2:p:751-766. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    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.