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Assessing the quality of physiotherapy services using Servqual

Assessing the quality of physiotherapy services using Servqual This paper continues to test the hypothesis as to the applicability of the Servqual model to the public sector. Research was undertaken using the model to assess the quality of three different types of physiotherapy service provision in Dundee, Scotland. The findings indicate that the services were much appreciated by patients in spite of the perceptions-minus-expectations scores being slightly negative. Information relating to patients' conditions could be improved and, as has been found in previous similar healthcare research, the dimensions of assurance and empathy were highlighted as important. A critique of the Servqual model pinpoints and confirms certain weaknesses that need to be addressed but the study nonetheless confirms the potential usefulness and relevance of Servqual in the public sector context to determine consumer priorities and measure service performance. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Health Care Quality Assurance Emerald Publishing

Assessing the quality of physiotherapy services using Servqual

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References (22)

Publisher
Emerald Publishing
Copyright
Copyright © 2002 MCB UP Ltd. All rights reserved.
ISSN
0952-6862
DOI
10.1108/09526860210437412
Publisher site
See Article on Publisher Site

Abstract

This paper continues to test the hypothesis as to the applicability of the Servqual model to the public sector. Research was undertaken using the model to assess the quality of three different types of physiotherapy service provision in Dundee, Scotland. The findings indicate that the services were much appreciated by patients in spite of the perceptions-minus-expectations scores being slightly negative. Information relating to patients' conditions could be improved and, as has been found in previous similar healthcare research, the dimensions of assurance and empathy were highlighted as important. A critique of the Servqual model pinpoints and confirms certain weaknesses that need to be addressed but the study nonetheless confirms the potential usefulness and relevance of Servqual in the public sector context to determine consumer priorities and measure service performance.

Journal

International Journal of Health Care Quality Assurance – Emerald Publishing

Published: Sep 1, 2002

Keywords: Health care; Customer satisfaction; Perception

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