Healthcare quality: applying a SERVUSE model

Abstract

The aim of this study was to evaluate service quality that is provided in hospitals affiliated to Mashhad University of Medical Sciences based on SERVUSE model in 2018. In this cross-sectional study, 130 cardiac surgery patients of three hospitals were being investigated using SERVUSE questionnaire. The questionnaire had six dimensions: tangibles, reliability, responsiveness, assurance, empathy and usability. The validity was approved through the content validity and its reliability by using Cronbach’s alpha. Data have been analysed by SPSS software. The gap between patient perceptions and expectations were as follows: tangibility (–0.52), usability (–0.23), reliability (–0.22), assurance (–0.21), responsiveness (–0.11) and empathy (0.06) and a significant relationship between expectations and perceptions and variables such as behavioural intention, perceived quality and satisfaction (p-value: 0.001). Managers should pay more attention to improve the physical environment of hospitals, utilise proper equipment in order to reduce quality gaps.