Using SERVQUAL to evaluate quality disconfirmation of nursing service in Taiwan.
The purpose of this study was to determine the extent of disconfirmation of the perceived quality of nursing services, and its relationship to patient's satisfaction, intent to return, and intent to recommend to others. The service dimensions were tangibles, reliability, responsiveness, assurance, and empathy, which were adopted from the Gap model of Parasuraman, Zeithaml and Berry (1985). A total of 186 subjects was tested by a modified SERVQUAL (service quality) instrument. These subjects were from 15 randomly selected medical-surgical units in a medical center in Taipei, Taiwan, Republic of China. The response rate was 92%. Descriptive statistics and multiple regression were used to analyze subjects' responses. A number of the demographic variables served as covariates in data analysis. Responsiveness was highly significant in predicting overall satisfaction with hospital service (p = .0003). Reliability was significant in predicting overall satisfaction with nursing care (p < .00005) and intent to return. Empathy was a highly significant predictor of intent to recommend.
Chou
Shieu-Ming
SM
National Taichung Nursing College, Taiwan. smc710@ntcnc.edu.tw
Chen
Thai-Form
TF
Woodard
Beth
B
Yen
Miao-Fen
MF
D000293:Adolescent; D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D000704:Analysis of Variance; D004645:Empathy; D005260:Female; D006801:Humans; D033182:Intention; D008297:Male; D008875:Middle Aged; D009723:Nurse-Patient Relations; D009732:Nursing Care / Q000523:psychology / Q000592:standards*; D015403:Nursing Evaluation Research; D009738:Nursing Service, Hospital / Q000592:standards*; D017060:Patient Satisfaction; D010865:Pilot Projects; D011237:Predictive Value of Tests; D019984:Quality Indicators, Health Care; D011787:Quality of Health Care / Q000592:standards*; D012044:Regression Analysis; D011795:Surveys and Questionnaires / Q000592:standards* / Q000706:statistics & numerical data; D013624:Taiwan; D014175:Translating