Presentation Schedule
Identifying the Critical Dimensions of Service Quality in Patients’ Satisfaction with Healthcare Service (101311)
Saturday, 9 May 2026 15:45
Session: Poster Session
Room: Hall B5 Foyer
Presentation Type: Poster Presentation
Healthcare is by nature a credence product that its quality is difficult to judge even after using it. Previous research adopts SERVQUAL model in healthcare service mainly report the means of each item and analyzes its applicability to the healthcare service and the relationship of each of the five SERVQUAL dimensions with satisfaction without identifying their relative importance. This study aims to investigate the critical dimensions of service quality that impact satisfaction with healthcare service by adopting SERVQUAL model. Among the five dimensions of SERVQUAL, assurance captures service aspect of service providers’ knowledge and their ability to inspire trust and confidence which directly influence patients’ confidence in the results of treatment. The uncomfortable physical and psychological conditions could lead patients to value the empathy dimension of SERVQUAL. The responsiveness dimension is valued because if represents the willingness to help patients and provide prompt service. Tangibles (physical facilities, etc.) and reliability (ability to perform the promised service dependably and accurately) are necessary and must have. Thus, we hypothesize that assurance, empathy, and responsiveness are more important in influencing satisfaction with healthcare service. Items measuring SERVQUAL and satisfaction with healthcare were adapted from previous research. 348 usable questionnaires were collected from patients. The results of stepwise regression analyses show that assurance is the first predictor to enter the regression model, following by empathy and responsiveness.
The results of this provide valuable insights for enhancing healthcare service. Future research can examine whether degree of illness affect patients’ perspectives on the services dimensions.
Authors:
Chia-Chang Chuang, National Cheng Kung University, Taiwan
Mengkuan Lai, National Cheng Kung University, Taiwan
About the Presenter(s)
Chia-Chuan Chuang, deputy superintendent of Kaohsiung Show Chwan Memorial Hospital, Taiwan.
See this presentation on the full schedule – Saturday Schedule
Conference Comments & Feedback
Place a comment using your LinkedIn profileShare this Presentation
Comments
Powered by WP LinkPress