Utilize este identificador para referenciar este registo:
http://hdl.handle.net/10071/26483
Autoria: | Xiuhui Guo |
Orientação: | António, Nelson José dos Santos |
Data: | 3-Nov-2022 |
Título próprio: | Evaluation of outpatient service quality using SERVQUAL model: A case study of a Chinese public hospital |
Referência bibliográfica: | Guo, X. (2022). Evaluation of outpatient service quality using SERVQUAL model: A case study of a Chinese public hospital [Dissertação de mestrado, Iscte - Instituto Universitário de Lisboa]. Repositório Iscte. http://hdl.handle.net/10071/26483 |
Palavras-chave: | Medical service quality Outpatient satisfaction SERVQUAL model |
Resumo: | Understanding patient satisfaction is not only a need of medical marketing, but also an important content of quality management. In this study, SERVQUAL (SQ) model previously studied by another researcher was used as a tool to evaluate outpatient satisfaction. This study focuses on patients' evaluation of outpatient service quality and targeted improvement to improve outpatient satisfaction. Through the analysis of the results of regression analysis and SQ analysis, it is found that the tangible impact on the improvement of satisfaction is relatively important, with obvious differences. In addition, the gaps in "convenient appointment system", "examination time" and "comfortable room" is the largest. Therefore, we can conclude that to improve outpatient satisfaction, hospital management should pay more attention to these dimensions and projects. |
Designação do Departamento: | Departamento de Marketing, Operações e Gestão Geral |
Designação do grau: | Mestrado em Gestão de Empresas |
Arbitragem científica: | yes |
Acesso: | Acesso Aberto |
Aparece nas coleções: | T&D-DM - Dissertações de mestrado |
Ficheiros deste registo:
Ficheiro | Descrição | Tamanho | Formato | |
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master_xiuhui_guo.pdf | 697,69 kB | Adobe PDF | Ver/Abrir |
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