Using SERVQUAL to Evaluate Quality Disconfirmation of Nursing Service in Taiwan

運用SERVQUAL探討患者對護理服務之品質不確認程度

周守民(Shieu-Ming Chou)；陳彩鳳(Thai-Form Chen)；Beth Woodard；顏妙芬(Miao-Fen Yen)

SERVQUAL ； 護理服務品質 ； 品質不確認 ； 重返意願 ； 轉介意願 ； SERVQUAL service guality ； nursing service quality ； quality disconfirmation ； intent to return ； intent to recommend

The Journal of Nursing Research

13卷2期（2005 / 06 / 01）

75 - 84

英文

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.

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.

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