Using SERVQUAL to Evaluate Quality Disconfirmation of Nursing Service in Taiwan

• Published in: Journal of Nursing Research Vol. 13; no. 2; pp. 75 - 84
• Main Authors: 周守民(Shieu-Ming Chou), 陳彩鳳(Thai-Form Chen), Beth Woodard, 顏妙芬(Miao-Fen Yen)
• Format: Journal Article
• Language: English
• Published: 台灣 台灣護理學會 01.06.2005; 臺灣護理學會; Ovid Technologies (Wolters Kluwer Health); Lippincott Williams & Wilkins, Inc
• Subjects: Adolescent; Adult; Aged; Aged, 80 and over; Analysis of Variance; Empathy; Female; Humans; Intent to return; Intention; Male; MEDLINE; Middle Aged; Nurse-Patient Relations; Nursing Care; Nursing Care - psychology; Nursing Care - standards; Nursing Evaluation Research; Nursing service quality; Nursing Service, Hospital; Nursing Service, Hospital - standards; Patient Satisfaction; Pilot Projects; Predictive Value of Tests; Quality disconfirmation; Quality Indicators, Health Care; Quality of Health Care; Quality of Health Care - standards; Regression Analysis; SCIE; Scopus; Service quality; SERVQUAL; SSCI; Surveys and Questionnaires; Surveys and Questionnaires - standards; Surveys and Questionnaires - utilization; Taiwan; Translating; TSCI; TSSCI; 品質不確認; 護理服務品質; 轉介意願; 重返意願; Taiwan; intent to recommend; SERVQUAL service guality; nursing service quality; 護理服務品質; quality disconfirmation; intent to return; SERVQUAL; 轉介意願; 品質不確認; 重返意願
• ISSN: 1682-3141
• DOI: 10.1097/01.jnr.0000387529.22642.2b

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 SERVQUAI (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.