Patients' perceptions of service quality in China: An investigation using the SERVQUAL model.

ABSTRACT:

Background and aim

The 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.

Methods

Twenty-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 betwee

SUBMITTER: Fan LH 

PROVIDER: S-EPMC5741236 | biostudies-literature | 2017

REPOSITORIES: biostudies-literature