ArticleInternational journal of environmental research and public health2021
Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model.
Article in International journal of environmental research and public health, 2021. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 18 papers, 1 of them a synthesis that pooled it.
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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.
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Who cites it
18 citing papers in PubMed, 1 synthesis or guideline pooled it.
- The Servqual Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries.International journal of environmental research and public health · 2022Pooled it
- Adaptation and validation of the Chinese version of the Service Quality Questionnaire for Internet hospital services in China.Scientific reports · 2026Article
- Factors Influencing Patient Satisfaction Within the Multistage Online Consultation Process in Internet Hospitals in Beijing: Empirical Analysis.JMIR human factors · 2026Article
- 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
- Service quality as a driver of perceived value satisfaction and revisit intention in Indonesia.Scientific reports · 2025Article
- Maternal perceptions of medical service quality: evidence from a SERVQUAL-IPA model at a hospital in Beijing.BMC pregnancy and childbirth · 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
- Analyzing Maternal Needs for "Internet+ Nursing Service" After Hospital Discharge: A SERVQUAL-KANO Model Approach.Journal of multidisciplinary healthcare · 2025Article
- Service Quality and Patient Satisfaction of Internet Hospitals in China: Cross-Sectional Evaluation With the Service Quality Questionnaire.Journal of medical Internet research · 2024Article
- Identifying quality indicators for home care services: a modified Delphi and Analytic Hierarchy Process study.BMC nursing · 2024Article
- Service Quality and Related Factors in Primary Health Care Services: A Cross-Sectional Study.Healthcare (Basel, Switzerland) · 2024Article
- Article
- Exploring Inpatients' Perspective: A Cross-Sectional Survey on Satisfaction and Experiences in Greek Hospitals.Healthcare (Basel, Switzerland) · 2024Article
- Socio-Economic Factors Affecting Member's Satisfaction towards National Health Insurance: An Evidence from the Philippines.International journal of environmental research and public health · 2022Article
- 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
- Internal Quality and Job Satisfaction in Health Care Services.International journal of environmental research and public health · 2022Article
- Article
Corrections and comments
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Authors and funding
9 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
(1) Background: Health care service quality has been equated with preparedness to provide, accessibility, suitability, adequacy, friendliness and ongoing support and has been connected to service excellence. The main aim of this study was to investigate patients' perceptions and expectations regarding the quality of health services. (2) Materials and Methods: A cross-sectional analysis was carried out in 5 public general hospitals and convenience sampling was used as the sampling technique. Questionnaires were distributed to inpatients and outpatients and 700 valid questionnaires were returned. The SERVQUAL questionnaire was used for data collection in this survey. (3) Results: Overall, in this study, it became apparent that patients' expectations as regarding the quality of the provided services were not met. All of the five quality dimensions had a negative gap between patients' expectations and perceptions. (4) Conclusions: The findings suggested that hospital managers and health care professionals should be interested about patient expectations and subsequently they should search out ways and means to meet them. Open communication with patients, individualized attention, as well as responsiveness to their requirements, polite behavior, trustful atmosphere across the hospital and better physical facilities are the key elements that determine the patient's judgment about quality.
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Registered trials
Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.