Results (
Thai) 1:
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A major contribution of SERVQUAL is toidentify symptoms and provide a starting pointfor the examination of underlying problems thatare obstacles to the provision of quality. Consequently,these results should be used from theprimary health centre managers to identify thereasons why these gaps in perceived qualityappear. Some possible explanations for theobserved gaps in perceived quality may beexplained as follows. In terms of reliability,responsiveness, assurance and empathy, it couldbe assumed that given the time pressure, staffmembers may have little time to offer sympathyand reassurance or have limited resources tohandle emergency situations. The results shouldbe taken into consideration by both managersand health professionals to identify the reasonsthat cause this gap.More specifically, in terms of responsiveness,assurance and empathy, the gap betweenexpectations and perceptions was greater foryounger people. In terms of education, the gapwas greater for people that had higher degrees inall dimensions of quality. Further analysisshowed that this gap was merely attributable tothe fact that patients had different perceptionswhereas their expectations were similar. Also,our analysis showed that smaller, non-significantgaps were identified between expectations andperceptions regarding the reason for visiting andmarital status parameters.
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