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CHENG Min-yu, CHEN Guo-yun. Application of servqual assessment in quality of pharmaceutical services for outpatients[J]. Journal of Pharmaceutical Practice and Service, 2011, 29(6): 464-466.
Citation:
CHENG Min-yu, CHEN Guo-yun. Application of servqual assessment in quality of pharmaceutical services for outpatients[J]. Journal of Pharmaceutical Practice and Service, 2011, 29(6): 464-466.
Application of servqual assessment in quality of pharmaceutical services for outpatients
Department of Pharmacy, Zhejiang Hospital, Hangzhou 310013, China
Received Date: 2011-05-21
Rev Recd Date:
2011-10-08
Abstract
Objective To explore the application of servqual method in quality assessment of pharmaceutical services for outpatients, and investigate the main problems in the pharmaceutical services. Methods The servqual table was designed, and used as a questionnaire which to investigate the quality of services. One hundred and fifty-seven outpatients in a Grade 3 Level A hospital were investigated. Results Expected service demanded by patients in the reliabity, responsiveness, assurance、 empathy and materiality of servqual table scored 4.55, 4.36, 4.01, 4.18 and 4.31 respectively, and perceived service scored 4.44、4.29、3.79、4.21 and 4.33 respectively. The SQs of materiality and empathy were positive value. The SQs of responsiveness, reliability and assurance were negative value. Conclusion The recruited hospital did a good job in such aspects as materiality, empathy and responsiveness of pharmaceutical services, but reliabity and assurance need to be further improved. The servqual table was an objective and comprehensive method to evaluate the quality of pharmaceutical services which was good for improvement of pharmaceutical services' quality.
Abstract: Objective To explore the application of servqual method in quality assessment of pharmaceutical services for outpatients, and investigate the main problems in the pharmaceutical services. Methods The servqual table was designed, and used as a questionnaire which to investigate the quality of services. One hundred and fifty-seven outpatients in a Grade 3 Level A hospital were investigated. Results Expected service demanded by patients in the reliabity, responsiveness, assurance、 empathy and materiality of servqual table scored 4.55, 4.36, 4.01, 4.18 and 4.31 respectively, and perceived service scored 4.44、4.29、3.79、4.21 and 4.33 respectively. The SQs of materiality and empathy were positive value. The SQs of responsiveness, reliability and assurance were negative value. Conclusion The recruited hospital did a good job in such aspects as materiality, empathy and responsiveness of pharmaceutical services, but reliabity and assurance need to be further improved. The servqual table was an objective and comprehensive method to evaluate the quality of pharmaceutical services which was good for improvement of pharmaceutical services' quality.
CHENG Min-yu, CHEN Guo-yun. Application of servqual assessment in quality of pharmaceutical services for outpatients[J]. Journal of Pharmaceutical Practice and Service, 2011, 29(6): 464-466.
Citation:
CHENG Min-yu, CHEN Guo-yun. Application of servqual assessment in quality of pharmaceutical services for outpatients[J]. Journal of Pharmaceutical Practice and Service, 2011, 29(6): 464-466.
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