One Hospital Service Quality Assessment And Improvement Based On SERVQUAL Scale

ObjectsThe study using SERVQUAL scale investigation hospitalized patients of one tertiaryhospital in Hunan Province, In order to understand gap between the hospital service andpatients’ expected quality. Analyze the quality gap and influencing factors, providing areference to continuous improving the quality of service of this hospital and its similarhospital.MethodThe study use the method of Case Studies which are exist in Empirical Study.Questionnaires of the hospital service and patients’ expected quality in one tertiary hospitalin Hunan Province by using random sampling. Then the data is entry by excel2003andanalyzed by SPSS13.0. The statistical analysis methods that are used included descriptivestatistics, independent samples t-test and one-way ANOVA, Finally the study applies themethod of IPA into dividing the hospital service evaluation index. Hospital service qualityinfluencing factors analysis is independent samples T-test.Results1.The patients’ expectations service quality of this hospital mean7.91, eachdimension from high to low order is reliability, effectiveness, economy, trust,responsiveness, tangibles, The humanized services.2.Reliability dimension: Expectationsof patients with different occupation and different Medicare Payment have showedstatistical significance (P <0.05).3. Responsiveness dimension: Expectations of patientswith different ages, different levels of culture and different Medicare Payment haveshowed statistical significance (P <0.05).4. The humanized service dimension:Expectations of patients with different ages, different levels of culture have showedstatistical significance (P <0.05).5. Trust dimension: Expectations of patients with differenthave showed statistical significance (P <0.05).6. The patients’ perception quality of thehospital services mean6.63, each dimension from high to low order is trust, tangibility,effectiveness, responsiveness, The humanized services, reliability, economy.7. Tangible dimension: Perceptions of patients with different gender have showed statisticalsignificance (P <0.05).8Reliability dimension: Perceptions of patients with different ageshave showed statistical significance (P <0.05).9. Economy dimension: Perceptions ofpatients with different regions have showed statistical significance (P <0.05).10. Thepatients’ expectation and perception scores of this hospital service have showed statisticalsignificance（P<0.05）.And the hospital service must be improve since the hospital servicequality did not reach the patients’ requirements.ConclusionThe SERVQUAL scale assessment the status of the hospital service quality well, thestudy results can be analyzed clearly the hospital strengths, weaknesses. Therefore, thisassessment method is worth the same type of hospital use. There is still a gap between thequality of hospital service perception and patient expectations, So hospital managers needto continue to improve the quality of service as primary task. Services provided by thishospital, as skilled technical operations, asking the patient’s condition warmly, clear feesdetails and clearly diagnosis, should maintain and carry forward. In the future, the hospitalneed to focus on strengthening the aspects: security services, emergency responsecapabilities, the treatment effect, the acceptability of the drug costs and inspection costs.Patients with different demographic variables that may causing different qualityassessment of the hospital services.