SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services: A Literature Review

Aleksandra Jonkisz, Piotr Karniej and Dorota Krasowska
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Aleksandra Jonkisz: Department of Dermatology, Venerology and Pediatric Dermatology, Medical University of Lublin, 20-080 Lublin, Poland
Piotr Karniej: Faculty of Health Sciences, Wroclaw Medical University, 50-367 Wrocław, Poland
Dorota Krasowska: Department of Dermatology, Venerology and Pediatric Dermatology, Medical University of Lublin, 20-080 Lublin, Poland

IJERPH, 2021, vol. 18, issue 20, 1-10

Abstract: The second half of the 20th century saw the development of a new trend in the management of medical services across Europe. Those shifts were associated with the transformation of various spheres of human life, both on professional and private levels. The service market then turned back to “quality”, already known in antiquity. According to Aristotle, “quality” is one of the basic categories of thought and reality of the human population. The research material was obtained from literature databases, including Scopus, Cochrane, Medline, and PubMed, as well as from literature reports, including monographs, research papers (e.g., doctoral dissertations), and others. The available literature was assessed with regards to the abovementioned objectives of our study and considering possible advantages from its implementation. Therefore, the applied research method was based on a bibliographic query and desktop data analysis. The adopted research methodology hinged on exploration, compilation, analysis, and processing of data and information from available sources, resulting in drawing up of summary conclusions. The obtained data were subjected to reciprocal confrontation with an attempt to evaluate new possibilities of using the method in other medical specialties. The Servqual method enables us to learn the patient’s expectations, while the service provider can identify irregularities and implement corrections. It allows the executive staff of medical facilities to change elements of medical procedures, which improves the quality of the service provided and thus increases the satisfaction and compliance of patients.

Keywords: service quality; SERVQUAL; management at public healthy; service quality improvement (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2021
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