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Individual gapsServices do not provide a common standard ofquality to all their patients. Findings suggestthat patients have different expectations forhealth care provision33 and that different groupsof patients may consider some dimensions ofcare more important than others, which in turninfluences their satisfaction. Therefore, it isimportant to investigate whether differentgroups of patients share the same expectationsof quality. Patient satisfaction studies have oftendemonstrated different levels of satisfaction fordifferent groups of people. For example, somestudies have observed gender (i.e. women lesssatisfied than men) or age differences (i.e. youngpeople less satisfied than older) in terms of satisfactionwith a health care provider.34,35 Aquestion that emerges is whether these differencesreflect different expectations or differentexperiences of the hospital environment.SERVQUAL gives the opportunity to answerthis question.
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