Evaluation of outpatient service quality using SERVQUAL model: A case study of a Chinese public hospital

Abstract

Understanding patient satisfaction is not only a need of medical marketing, but also an important content of quality management. In this study, SERVQUAL (SQ) model previously studied by another researcher was used as a tool to evaluate outpatient satisfaction. This study focuses on patients' evaluation of outpatient service quality and targeted improvement to improve outpatient satisfaction. Through the analysis of the results of regression analysis and SQ analysis, it is found that the tangible impact on the improvement of satisfaction is relatively important, with obvious differences. In addition, the gaps in "convenient appointment system", "examination time" and "comfortable room" is the largest. Therefore, we can conclude that to improve outpatient satisfaction, hospital management should pay more attention to these dimensions and projects.