Assessing obstetrics perceived service quality at a public hospital
Autor(a) principal: | |
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Data de Publicação: | 2014 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10071/8191 |
Resumo: | Assessing service quality has become a major issue in the healthcare sector. Although direct evaluation has already taken place, literature is scarce in terms of the impact the distance covered by the user has on perceived service quality. The aim of this study was to assess the influence distance has on perceived service quality when no similar service alternatives are available. The Servperf instrument was used to collect data. All women who delivered babies in autumn 2011 were respondents to the questionnaire. Exploratory analysis was used to test research hypotheses. Cronbach’s alphas were computed to assess internal consistency. Findings show that Assurance is the quality dimension that contributes the most to patients’ perceived service quality and Tangibles is the one that contributes the least. It was also possible to conclude that the distance the patient has to cover to be served and its educational level influence patients’ perception of the service provided |
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Assessing obstetrics perceived service quality at a public hospitalPerceived quality assessmentServperfPublic ServiceCase studyAssessing service quality has become a major issue in the healthcare sector. Although direct evaluation has already taken place, literature is scarce in terms of the impact the distance covered by the user has on perceived service quality. The aim of this study was to assess the influence distance has on perceived service quality when no similar service alternatives are available. The Servperf instrument was used to collect data. All women who delivered babies in autumn 2011 were respondents to the questionnaire. Exploratory analysis was used to test research hypotheses. Cronbach’s alphas were computed to assess internal consistency. Findings show that Assurance is the quality dimension that contributes the most to patients’ perceived service quality and Tangibles is the one that contributes the least. It was also possible to conclude that the distance the patient has to cover to be served and its educational level influence patients’ perception of the service providedInternational Strategic Management and Managers Association2014-12-18T11:30:35Z2014-01-01T00:00:00Z20142019-05-17T15:29:59Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/8191eng1307-620510.20460/jgsm.2014815649Martins, A.Crespo de Carvalho, J.Ramos, T.info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:33:17Zoai:repositorio.iscte-iul.pt:10071/8191Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:15:00.156209Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Assessing obstetrics perceived service quality at a public hospital |
title |
Assessing obstetrics perceived service quality at a public hospital |
spellingShingle |
Assessing obstetrics perceived service quality at a public hospital Martins, A. Perceived quality assessment Servperf Public Service Case study |
title_short |
Assessing obstetrics perceived service quality at a public hospital |
title_full |
Assessing obstetrics perceived service quality at a public hospital |
title_fullStr |
Assessing obstetrics perceived service quality at a public hospital |
title_full_unstemmed |
Assessing obstetrics perceived service quality at a public hospital |
title_sort |
Assessing obstetrics perceived service quality at a public hospital |
author |
Martins, A. |
author_facet |
Martins, A. Crespo de Carvalho, J. Ramos, T. |
author_role |
author |
author2 |
Crespo de Carvalho, J. Ramos, T. |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Martins, A. Crespo de Carvalho, J. Ramos, T. |
dc.subject.por.fl_str_mv |
Perceived quality assessment Servperf Public Service Case study |
topic |
Perceived quality assessment Servperf Public Service Case study |
description |
Assessing service quality has become a major issue in the healthcare sector. Although direct evaluation has already taken place, literature is scarce in terms of the impact the distance covered by the user has on perceived service quality. The aim of this study was to assess the influence distance has on perceived service quality when no similar service alternatives are available. The Servperf instrument was used to collect data. All women who delivered babies in autumn 2011 were respondents to the questionnaire. Exploratory analysis was used to test research hypotheses. Cronbach’s alphas were computed to assess internal consistency. Findings show that Assurance is the quality dimension that contributes the most to patients’ perceived service quality and Tangibles is the one that contributes the least. It was also possible to conclude that the distance the patient has to cover to be served and its educational level influence patients’ perception of the service provided |
publishDate |
2014 |
dc.date.none.fl_str_mv |
2014-12-18T11:30:35Z 2014-01-01T00:00:00Z 2014 2019-05-17T15:29:59Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10071/8191 |
url |
http://hdl.handle.net/10071/8191 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
1307-6205 10.20460/jgsm.2014815649 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
International Strategic Management and Managers Association |
publisher.none.fl_str_mv |
International Strategic Management and Managers Association |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
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1799134707101728768 |