title: Evaluation of outpatient service quality in Eastern Saudi Arabia. Patient's expectations and perceptions.
abstract: OBJECTIVE
  To investigate perceptions and expectations of patients regarding hospital outpatient services by using a service quality gap model and factors influencing such gaps.
  
  
  METHODS
  In this cross-sectional descriptive study conducted between October and November 2014 in the outpatient waiting areas of a hospital in the Eastern Province of Saudi Arabia, a sample of 306 patients was selected by convenience sampling technique. The data was collected through an Arabic version of the service quality (SERVQUAL) questionnaire consisting of 2 parts: patients' demographic characteristics, and 22 items scales of patients' expectations and perceptions of SERVQUAL. The data was analyzed by confirmatory factor analysis, independent, and paired t samples tests and one way analysis of variance test
  
  
  RESULTS
  The results showed that the proposed model for service quality dimensions had a good fit by satisfying the recommended values. The patients' expectations exceeded perceptions in all service quality dimensions indicating statistically significant service quality gaps (t=26.3, p less than 0.000). Findings revealed that the empathy dimension contributed most patients' expectations (4.7 ± 0.5) and perceptions (3.7 ± 0.8) scores, and responsiveness contributed least to expectations (4.5 ± 0.6) and perceptions (3.2 ± 0.8) scores. Prompt services showed highest service quality gap, while observation of privacy showed the smallest service quality gap in the statements. The study showed a significant association between gender, age, education, multiple visits, and service quality dimensions.
  
  
  CONCLUSIONS
  The proposed model is valid and reliable and significant service quality gaps of all 5 dimensions need to be prioritized and addressed by focused improvement efforts of hospital management.
authors.affiliation: Preventive Medicine Department, King Abdulaziz Airbase Hospital, Dhahran, Kingdom of Saudi Arabia. E-mail. drkhalidfr@hotmail.com.
authors.forename: Khalid J
authors.initials: KJ
authors.lastname: Al Fraihi
authors.forename: Shahid A
authors.initials: SA
authors.lastname: Latif
mesh_terms: D000328:Adult; D000368:Aged; D000553:Ambulatory Care / Q000592:standards*; D001291:Attitude of Health Personnel; D002983:Clinical Competence; D003430:Cross-Sectional Studies; D004645:Empathy; D005260:Female; D006272:Health Facility Environment / Q000592:standards; D006801:Humans; D008297:Male; D008875:Middle Aged; D008962:Models, Theoretical; D017060:Patient Satisfaction; D010465:Perception; D011787:Quality of Health Care; D012529:Saudi Arabia; D011795:Surveys and Questionnaires; D013997:Time Factors; D055815:Young Adult