ArticlePloS one2025
Patient's expectations and perceptions on quality of care; An evaluation using SERVQUAL gap in Kenya.
Article in PloS one, 2025. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 4 papers.
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Who cites it
4 citing papers in PubMed.
- Analysis of Nursing Service Quality Gaps and Improvement Strategies in VIP General Wards Based on Patient-Reported Outcomes.Journal of evaluation in clinical practice · 2026Article
- Perceptions, Attitudes, and Expectations Toward Primary Health Care Service Provision and Their Association with Service Utilization in Subdistrict Health Promoting Hospitals in Northeastern Thailand: A Cross-Sectional Study.Healthcare (Basel, Switzerland) · 2026Article
- Prioritizing Nursing Care Improvements in Chronic Disease Outpatients: A Cross-Sectional Study Based on SERVQUAL and Kano Models.Patient preference and adherence · 2026Article
- Determinants of patients' satisfaction with health-care services: the role of patient demographics and individual factors.African health sciences · 2025Article
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Authors and funding
4 authors.
Funding
Abstract
backgroundAssessing healthcare quality is pivotal for patient-centric enhancements. Employing the Gaps Model of Service Quality and SERVQUAL, this study determined patient expectations and perceptions of care quality at a national referral hospital.
methodsIn this cross-sectional study, data were gathered pre and post care using a semi-structured tool with 380 participants. Statistical package for social sciences(Version 25) facilitated analysis. Quality indices, expressed as percentages of weighted averages, compared expected and perceived care. Service quality gaps, which represented the difference between perception and expectation (P - E), were assessed via paired-sample t-tests. Logistic regression were used to examine factors linked to positive service quality gaps.
resultsMedian age was 34 years, 74% were female, 57% had non-formal employment, and 49% had attained secondary education. The gap index across all components was -10%. The largest gaps existed in SERVQUAL's reliability and empathy domains. Secondary education (OR = 2.13, 95% CI: 1.01-5.21,p = 0.003; aOR = 2.0, 95%CI: 1.57-7.11) and non-formal employment (OR = 1.54, 95% CI: 1.01-4.11, p = 0.01; aOR = 1.40, 95%CI: 1.08-5.12) correlated with positive health service quality gaps.
conclusionsPatient expectations exceeded perceptions of care quality, emphasizing the need to align service delivery and actively manage patient expectations, particularly in areas of reliability and empathy, such as timeliness and compassion.
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