ArticlePloS one2017
Patients' perceptions of service quality in China: An investigation using the SERVQUAL model.
Article in PloS one, 2017. The graph could read no effect estimate from its abstract, so it casts no vote on the map. It is linked to trial NCT05931809 (Evaluation of the Perception of Quality of Care of Patients Admitted to a Medical-Surgical ICU), which is not on this map. Cited by 27 papers, 2 of them syntheses that pooled it.
What it found
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
The trial behind it
Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.
Evaluation of the Perception of Quality of Care of Patients Admitted to a Medical-Surgical ICU
Who cites it
27 citing papers in PubMed, 2 syntheses or guidelines pooled it.
- Patient engagement in multimorbidity: a systematic review of patient-reported outcome measures.Frontiers in psychology · 2024Pooled it
- Quality Assessment of Services in Primary Healthcare in Iran: A Systematic Review and Meta-analysis.Ethiopian journal of health sciences · 2022Pooled it
- Trial
- A cross-sectional study on patient-centered outpatient service quality in the county-level integrated health organization of Yuhuan, Zhejiang province of China.Frontiers in public health · 2026Article
- Patient satisfaction, willingness to revisit, and implications for dental clinic education: service quality perception in Jeddah, KSA.BMC oral health · 2025Article
- A cross-sectional study on the relationship between length of stay and patient satisfaction based on the SERVQUAL model.Scientific reports · 2025Article
- Gap analysis of maternity service quality and associated factors at a maternity hospital in northwest Iran: a cross-sectional survey using SERVQUAL and HEALTHQUAL questionnaires.BMC pregnancy and childbirth · 2025Article
- Patient's expectations and perceptions on quality of care; An evaluation using SERVQUAL gap in Kenya.PloS one · 2025Article
- National Patient Satisfaction Survey as a Predictor for Quality of Care and Quality Improvement - Experience and Practice.Patient preference and adherence · 2025Article
- Service quality evaluation of county-level public hospitals in Chongqing under smart healthcare.BMC health services research · 2024Article
- Service Quality and Patient Satisfaction of Internet Hospitals in China: Cross-Sectional Evaluation With the Service Quality Questionnaire.Journal of medical Internet research · 2024Article
- Service Quality and Related Factors in Primary Health Care Services: A Cross-Sectional Study.Healthcare (Basel, Switzerland) · 2024Article
- Article
- Statistical determination of service quality gaps in primary health care in Guayas, Ecuador.PloS one · 2024Article
- Article
- Treatment expectation among patients with diabetes and hypertension in a tertiary hospital, Ekiti State, Southwest Nigeria: a cross-sectional study.The Pan African medical journal · 2023Article
- Burnout syndrome, doctor-patient relationship and family support of pediatric medical staff during a COVID-19 Local outbreak in Shanghai China: A cross-sectional survey study.Frontiers in pediatrics · 2023Article
- Patient experience in community health services and first choice for medical attention: A cross-sectional study in Wuhan, China.PloS one · 2023Article
- Healthcare Providers' Satisfaction with Implementation of Telemedicine in Ambulatory Care during COVID-19.Healthcare (Basel, Switzerland) · 2022Article
- Satisfaction in population-based cancer screening in a Chinese rural high-risk population: the Yangzhong early diagnosis and treatment of upper gastrointestinal cancer.BMC health services research · 2022Article
Corrections and comments
PubMed lists nothing against this paper. Absence here is not a guarantee, only a check that was made.
Authors and funding
11 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
BACKGROUND AND
aimThe doctor-patient relationship has been a major focus of society. Hospitals' efforts to improve the quality of their medical services have been to reduce the probability of doctor-patient conflicts. In this study, we aimed to determine the gap between expectations and perceptions of service quality according to patients to provide reference data for creating strategies to improve health care quality.
methodsTwenty-seven hospitals in 15 provinces (municipalities directly beneath the central government) were selected for our survey; we sent out 1,589 questionnaires, of which 1,520 were collected (response rate 95.65%) and 1,303 were valid (85.72% effective recovery rate). Paired t-tests were used to analyze whether there were significant differences between patients' expectations and perceived service quality. A binary logistic regression analysis was used to determine whether there were significant differences in the gap between expectation and perception of service quality according to patients' demographic characteristics.
resultsThere was a significant difference between the expected and perceived service quality (p < 0.05) according to patients both before and after receiving medical services. Furthermore, the service quality gap of each service dimension was negative. Specifically, the gaps in service quality were as follows: economy, responsiveness, empathy, assurance, reliability, and tangibles. Overall, we can conclude that patients' perceptions of service quality are lower than their expectations.
conclusionsAccording to the study results, the quality of health care services as perceived by patients was lower than expected. Hospitals should make adjustments according to the actual situation and should strive to constantly improve the quality of medical services for patients.
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