Using servqual to evaluate quality disconfirmation of nursing service in taiwan

Shieu Ming Chou, Thai Form Chen, Beth Woodard, Miao Fen Yen

Research output: Contribution to journalArticle

23 Citations (Scopus)

Abstract

The purpose of this study was to determine the extent of disconfirmation of the perceived quality of nursing services, and its relationship to patient’s satisfaction, intent to return, and intent to recommend to others. The service dimensions were tangibles, reliability, responsiveness, assurance, and empathy, which were adopted from the Gap model of Parasuraman, Zeithaml and Berry (1985). A total of 186 subjects was tested by a modified SERVQUAL (service quality) instrument. These subjects were from 15 randomly selected medical-surgical units in a medical center in Taipei, Taiwan, Republic of China. The response rate was 92%. Descriptive statistics and multiple regression were used to analyze subjects’ responses. A number of the demographic variables served as covariates in data analysis. Responsiveness was highly significant in predicting overall satisfaction with hospital service (p =.0003). Reliability was significant in predicting overall satisfaction with nursing care (p <.00005) and intent to return. Empathy was a highly significant predictor of intent to recommend.

Original languageEnglish
Pages (from-to)75-84
Number of pages10
JournalJournal of Nursing Research
Volume13
Issue number2
DOIs
Publication statusPublished - 2005 Jan 1

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Nursing Services
Taiwan
Nursing Care
Patient Satisfaction
Fruit
Demography

All Science Journal Classification (ASJC) codes

  • Nursing(all)

Cite this

Chou, Shieu Ming ; Chen, Thai Form ; Woodard, Beth ; Yen, Miao Fen. / Using servqual to evaluate quality disconfirmation of nursing service in taiwan. In: Journal of Nursing Research. 2005 ; Vol. 13, No. 2. pp. 75-84.
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Using servqual to evaluate quality disconfirmation of nursing service in taiwan. / Chou, Shieu Ming; Chen, Thai Form; Woodard, Beth; Yen, Miao Fen.

In: Journal of Nursing Research, Vol. 13, No. 2, 01.01.2005, p. 75-84.

Research output: Contribution to journalArticle

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