Understanding quality perception gaps among executives, frontline employees, and patients: the outpatient services in Taiwan hospitals.
The purpose of this study was to identify and evaluate service quality gaps among 3 roles (ie, hospital executives, frontline employees, and outpatients). A modified Chinese SERVQUAL scale was used to pinpoint dimension-specific quality gaps. A total of 1556 subjects (including 685 outpatients, 787 frontline employees, and 84 executives) were randomly selected from 12 middle-sized hospitals across Taiwan. Significant quality gaps among the 3 roles for 5 dimensions were found. Accordingly, strategies and tactics for improving service quality of hospitals are discussed.
Huang
Yu-Ying
YY
Management Department, Antai Tian-Sheng Memorial Hospital, Kaohsiung City, Taiwan, Republic of China. y.y.huang84@hotmail.com
Li
Shyh-Jane
SJ
D000328:Adult; D005260:Female; D006740:Hospital Administrators / Q000523:psychology*; D006801:Humans; D008297:Male; D008505:Medical Staff, Hospital / Q000523:psychology*; D010045:Outpatients / Q000523:psychology; D017060:Patient Satisfaction; D011787:Quality of Health Care; D011795:Surveys and Questionnaires; D013624:Taiwan; D055815:Young Adult