ReviewAsian Pacific journal of cancer prevention : APJCP2023
Measuring Patient's Expectations and Realisations Using SERVQUAL: A Review of Oncology Services in Punjab, India.
Review in Asian Pacific journal of cancer prevention : APJCP, 2023. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 2 papers.
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Who cites it
2 citing papers in PubMed.
- Service quality in hospital inpatient care: SERVQUAL model approach.Health SA = SA Gesondheid · 2025Article
- Review
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Authors and funding
2 authors.
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Abstract
objectiveIt is commonly observed that patients hold certain expectations from hospitals and subsequently feel different levels of satisfaction/realisation after getting treatment from healthcare providers. The present study is focused on examining the pre-hospitalization expectations of cancer patients, as well as their experiences (realisation) with healthcare delivery services. The study also investigated the factors that impact the satisfaction levels of individuals with cancer by utilizing an adapted measurement scale of SERVQUAL.
methodsA sample of 202 individuals diagnosed with cancer were interviewed. Care was taken to ensure that only those patients who had completed all the requisite treatment procedures were selected for the interviews. All regions of state of Punjab in India, have been included for information.
resultThe research revealed a notable disparity between the pre-hospitalization expectations of cancer patients regarding the healthcare provisions and the actual delivery (realisation) of such services and the mean difference observed was -1.44. When the difference between expectations and outcomes was observed for the COVID period, the margin widened and the mean difference increased to -2.02. The study also identified six factors that can be utilised to assess patient satisfaction in the Punjab region.
conclusionThe study is distinctive in its approach as there is a dearth of research conducted in measuring the level of satisfaction of cancer patients in Punjab state of India. The findings of this study will facilitate cancer hospitals in devising policies that are grounded on the factors that have been identified. Additionally, it will facilitate policymakers in assessing the disparity between the anticipated medical care and the actual medical care that was administered to the patient.
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