Apply the SERVQUAL Instrument to Measure Service Quality for the Adaptation of ICT Technologies: A Case Study of Nursing Homes in Taiwan
| Autor: | Chao-Hua Ko, Chinmei Chou |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2020 |
| Předmět: |
Leadership and Management
media_common.quotation_subject Population lcsh:Medicine Health Informatics nursing homes Health informatics service quality Article 03 medical and health sciences SERVQUAL 0302 clinical medicine Resource (project management) Empirical research Health Information Management 0502 economics and business Quality (business) 030212 general & internal medicine education media_common education.field_of_study Service quality Medical education business.industry Health Policy 05 social sciences lcsh:R SERVQUAL model Information and Communications Technology e-Health 050211 marketing Psychology business |
| Zdroj: | Healthcare, Vol 8, Iss 108, p 108 (2020) Healthcare Volume 8 Issue 2 |
| ISSN: | 2227-9032 |
| Popis: | The adoption of information and communication technology by elderly care organizations is an inevitable trend. Most empirical studies on e-Health service quality have focused predominantly on the general population rather than on the elderly. Thus, the generalizations are rather problematic. In addition, in the planning stage, pre-implementation analysis is considered critical but seldom performed. In this research, an instrument to evaluate the e-Health service quality in nursing homes was developed based on the SERVQUAL model. Furthermore, a pre-implementation analysis combining the SERVQUAL questionnaire and importance performance analysis was performed. Dissatisfactory factors were identified as follows. Regarding the physical environment quality, the residents expressed that the nursing homes did not provide well-maintained rooms and that the temperature in the rooms was unsuitable. Regarding the outcome quality, the elderly residents replied that the medical treatments and doctor visits were not well scheduled. Regarding the interaction quality, the residents indicated that the staff did not solve their problems sincerely or clearly understand their needs. Health care informatics (HCI) such as an electronic shift system (ESS) and electronic health records (EHR) are proposed to eliminate these problems. Given current resource limitations, our instrument and methodology proposed in this research could be extremely meaningful in practical application. |
| Databáze: | OpenAIRE |
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