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

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 and Feng-ge Lou

PLOS ONE, 2017, vol. 12, issue 12, 1-13

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

Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:plo:pone00:0190123

DOI: 10.1371/journal.pone.0190123

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