Measurement of Expected and Perceived Quality of Medical Service
Journal Title: International Journal of Contemporary Management - Year 2010, Vol 9, Issue 2
Abstract
The quality creation within a healthcare unit is a greatly complex task. The reason for it is that in the process of providing medical service, patient’s behavior and feelings also affect the perception of quality of medical service provided. Thus, medical institutions should conduct research to identify and improve factors which are assessed negatively by patients. Defining parameters of medical service within medical institutions can be beneficial to meet patients’ expectations. The article presents the results of author’s survey on medical service conducted in a model clinic in Katowice. The Servqual questionnaire preserved its classic system of five areas: tangibles, reliability, responsiveness, assurance and empathy. Research was conducted by means of statistical tools. Its outcome is the assessment of clinic’s functioning as well as defining patients’ needs within the scope of individual aspects of medical service.
Authors and Affiliations
Radosław Wolniak
Keywords
Related Articles
- EP ID EP57879
- DOI -
- Views 137
- Downloads 0
Participation in the management and the quality of educational services
The paper is an attempt to present the influence of the workers' participation on improvement of quality of educational service on example of public higher education. It required bringing up the issue of the matter apply...
Corporate governance in companies with capital contribution from local government
Issues of corporate governance in companies are very complex and an extensively conditioned research problem. In the article the analyses were concentrated on companies with capital contribution from self-government unit...
Public Consultations as a Form of Participation in Strategic Management of Territorial Self-Government Units
Th e aim of the article is to identify public consultations as a form of social participation in strategic management of territorial self-government units. The article explores diff erent forms of public consultation and...
A Socially Responsible University – an Attempt to Approach the System
The author proposes that a socially responsible university is one that merges the following processes: knowledge management (KM) organizational development (OD) and quality management (QM) – for example TQM, EFQM. The th...
Diversity Management as a Part of a Company’s Pro-social Policy
Globalisation and internationalisation do not only cause the opening of borders between countries and widening of geographical horizons, but also result in overcoming mental barriers and expanding one’s horizons. Technol...