ArticleActa clinica Croatica2020
Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL.
Article in Acta clinica Croatica, 2020. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 11 papers, 2 of them syntheses that pooled it.
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Who cites it
11 citing papers in PubMed, 2 syntheses or guidelines pooled it.
- A systematic review and meta-analysis of healthcare service quality in Iran using the SERVQUAL model: a comparison before and after the Health Transformation Plan.BMC health services research · 2026Pooled it
- Assessing the quality of hospital outpatient services in Iran: a systematic review and meta-analysis.BMC health services research · 2023Pooled it
- Design and implementation of a web-based patient registration system in a single-centered tertiary care hospital of coastal Karnataka.BMC health services research · 2026Observational
- Patient's expectations and perceptions on quality of care; An evaluation using SERVQUAL gap in Kenya.PloS one · 2025Article
- Exploring Consumers' Negative Electronic Word-of-Mouth of 5 Military Hospitals in Taiwan Through SERVQUAL and Flower of Services: Web Scraping Analysis.JMIR formative research · 2024Article
- PLANNING TO 'NEW NORMAL' DURING COVID-19 PANDEMIC AT GENERAL SURGERY DEPARTMENT: A TURKEY EXPERIENCE.Acta clinica Croatica · 2023Article
- Responsiveness level and its effect on services quality from the viewpoints of the older adults hospitalized during COVID-19 pandemic.BMC geriatrics · 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
- SERVQUAL Method as an "Old New" Tool for Improving the Quality of Medical Services: A Literature Review.International journal of environmental research and public health · 2021Review
- Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model.International journal of environmental research and public health · 2021Article
- Assessing Quality Gap of Outpatient Service in Public Hospitals: A Cross-Sectional Study in China.Inquiry : a journal of medical care organization, provision and financingArticle
Corrections and comments
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Authors and funding
5 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
Hospital healthcare service quality measurement represents an important approach for advancing healthcare systems. This paper presents preliminary results of a research on the quality of healthcare services provided by a large, public, university hospital centre in Croatia, based on the Gaps Model of Service Quality and the SERVQUAL instrument. The importance of particular service quality dimensions was analyzed, as well as the gaps between patient perceptions and expectations of healthcare services provided by 18 departments of the university hospital centre. Results revealed the gaps that exist at the level of the university hospital centre as a whole, showing the size variations in different service quality dimensions. The management of the university hospital centre should improve healthcare service quality in all dimensions by paying particular attention to the 'responsiveness' and 'tangibility', where the largest gap was identified.
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