Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale
| Autor: | Douglas B. Lowrie, Min Li, Mayila Shayiti, Xiang Chan Lu, Ying Chu Zhu, Sheng Hua He, Xing Hua Wu, Hong Zhou Lu, Si Yuan Chen, Cheng Yu Huang, Xiu Rong Wang, Qiong Zhen Tan, Pan Zhao, Hua Ling Yang |
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| Jazyk: | angličtina |
| Předmět: |
Service quality
China lcsh:Arctic medicine. Tropical medicine Traditional medicine Descriptive statistics Patients lcsh:RC955-962 business.industry Biochemistry Genetics and Molecular Biology (miscellaneous) Pearson product-moment correlation coefficient symbols.namesake SERVQUAL Patient perceptions lcsh:Biology (General) Cronbach's alpha City hospital Scale (social sciences) Linear regression symbols Medicine business Evaluation lcsh:QH301-705.5 Demography |
| Zdroj: | Asian Pacific Journal of Tropical Biomedicine, Vol 5, Iss 6, Pp 497-504 (2015) |
| ISSN: | 2221-1691 |
| DOI: | 10.1016/j.apjtb.2015.02.003 |
| Popis: | Objective: To investigate patients' perception of service quality at hospitals in nine Chinese cities and propose some measures for improvement. Methods: The ServQual scale method was used in a survey involving patients at out-patient and in-patient facilities in Shanghai, Chongqing, Chengdu, Nanning, Guilin and Laibin of Guangxi, Honghezhou of Yunnan, Wulumuqi of Xinjiang and Zhongshan of Guangdong. The data collected were entered and analyzed using SPSS 20.0. Statistical analyses included descriptive statistics, factor analyses, reliability analyses, product-moment correlations, independent-sample t-tests, One-way ANOVA and regression analyses. Results: The Kaiser-Meyer-Olkin value for the factor analysis of the scale was 0.979. The Cronbach's α for the reliability analysis was 0.978. All the Pearson correlation coefficients were positive and statistically significant. Visitors to out-patient facilities reported more positive perception than visitors to in-patient facilities on tangibles (t = 4.168, P |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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