ASSESSING PATIENTS’ EXPERIENCE FROM A PRIVATE HEALTHCARE CLINIC BY IMPLEMENTING A SERVQUAL MODEL

Cosmin Dobrin and Ruxandra Dinulescu ()

Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, 2020, vol. 14, issue 1, 656-663

Abstract: In every healthcare service there is a need to answer patients’ feedback and thus, to integrate their visions into quality progress. The purpose of this paper is to create and assess the SERVQUAL scale for analyzing the service quality from a Romanian private healthcare facility. Simultaneously, the study attempts to present the involvement of SERVQUAL in the healthcare services, for measuring service quality.The research included 94 patients, randomly chosen, from a Bucharest private healthcare clinic, during a period of three weeks of collecting data. The results indicated a positive gap for all dimensions, with a slightly decreased value for empathy. After recording the patients’ answers, it has been concluded that the level of perception exceeded the expectation’s one, therefore the investigated private clinic from Bucharest offers a high satisfaction for patients.

Keywords: healthcare services; quality; SERVQUAL (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:rom:mancon:v:14:y:2020:i:1:p:656-663

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