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Chronic kidney-disease screening service quality: questionnaire survey research evidence from Taichung City.

Lin DJ, Li YH, Pai JY, Sheu IC, Glen R, Chou MJ, Lee CY - BMC Health Serv Res (2009)

Bottom Line: Service quality improvements can help make such programs more successful.The effective response rate was 91.4%.The goodness-of-fit summary of the SEM results indicates that expectations and perceptions are positively correlated, perceptions and loyalty are positively correlated, but expectations and loyalty are not positively correlated.

View Article: PubMed Central - HTML - PubMed

Affiliation: Institute of Medicine, Chung Shan Medical University, Taichung, Taiwan. tccldj@tcmail.doh.gov.tw

ABSTRACT

Background: Chronic kidney disease (CKD) is a serious public health problem in Taiwan and the world. The most effective, affordable treatments involve early prevention/detection/intervention, requiring screening. Successfully implementing CKD programs requires good patient participation, affected by patient perceptions of screening service quality. Service quality improvements can help make such programs more successful. Thus, good tools for assessing service quality perceptions are important.

Aim: to investigate using a modified SERVQUAL questionnaire in assessing patient expectations, perceptions, and loyalty towards kidney disease screening service quality.

Method: 1595 kidney disease screening program patients in Taichung City were requested to complete and return a modified kidney disease screening SERVQUAL questionnaire. 1187 returned them. Incomplete ones (102) were culled and 1085 were chosen as effective for use. Paired t-tests, correlation tests, ANOVA, LSD test, and factor analysis identified the characteristics and factors of service quality. The paired t-test tested expectation score and perception score gaps. A structural equation modeling system examined satisfaction-based components' relationships.

Results: The effective response rate was 91.4%. Several methods verified validity. Cronbach's alpha on internal reliability was above 0.902. On patient satisfaction, expectation scores are high: 6.50 (0.82), but perception scores are significantly lower 6.14 (1.02). Older patients' perception scores are lower than younger patients'. Expectation and perception scores for patients with different types of jobs are significantly different. Patients higher on education have lower scores for expectation (r = -0.09) and perception (r = -0.26). Factor analysis identified three factors in the 22 item SERVQUAL form, which account for 80.8% of the total variance for the expectation scores and 86.9% of the total variance for the satisfaction scores. Expectation and perception score gaps in all 22 items are significant. The goodness-of-fit summary of the SEM results indicates that expectations and perceptions are positively correlated, perceptions and loyalty are positively correlated, but expectations and loyalty are not positively correlated.

Conclusions: The results of this research suggest that the SERVQUAL instrument is a useful measurement tool in assessing and monitoring service quality in kidney disease screening services, enabling the staff to identify where service improvements are needed from the patients' perspectives.

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Related in: MedlinePlus

SEM on patients' satisfaction model 2. Indicated the final model which shows the perceptions are positively correlated with expectations. Also, loyalty is positively correlated with perceptions.
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Figure 2: SEM on patients' satisfaction model 2. Indicated the final model which shows the perceptions are positively correlated with expectations. Also, loyalty is positively correlated with perceptions.

Mentions: Criterion-related validity and predictive validity, shown in Figure 1 and Figure 2, indicate that the expected quality scale is correlated with the perceived quality scale, and that the perceived quality scale is correlated with the dimension of loyalty, which includes overall satisfaction and willingness to recommend to friends [22]. In addition, the goodness-of-fit indices provide model validity [24].


Chronic kidney-disease screening service quality: questionnaire survey research evidence from Taichung City.

Lin DJ, Li YH, Pai JY, Sheu IC, Glen R, Chou MJ, Lee CY - BMC Health Serv Res (2009)

SEM on patients' satisfaction model 2. Indicated the final model which shows the perceptions are positively correlated with expectations. Also, loyalty is positively correlated with perceptions.
© Copyright Policy - open-access
Related In: Results  -  Collection

License
Show All Figures
getmorefigures.php?uid=PMC2803180&req=5

Figure 2: SEM on patients' satisfaction model 2. Indicated the final model which shows the perceptions are positively correlated with expectations. Also, loyalty is positively correlated with perceptions.
Mentions: Criterion-related validity and predictive validity, shown in Figure 1 and Figure 2, indicate that the expected quality scale is correlated with the perceived quality scale, and that the perceived quality scale is correlated with the dimension of loyalty, which includes overall satisfaction and willingness to recommend to friends [22]. In addition, the goodness-of-fit indices provide model validity [24].

Bottom Line: Service quality improvements can help make such programs more successful.The effective response rate was 91.4%.The goodness-of-fit summary of the SEM results indicates that expectations and perceptions are positively correlated, perceptions and loyalty are positively correlated, but expectations and loyalty are not positively correlated.

View Article: PubMed Central - HTML - PubMed

Affiliation: Institute of Medicine, Chung Shan Medical University, Taichung, Taiwan. tccldj@tcmail.doh.gov.tw

ABSTRACT

Background: Chronic kidney disease (CKD) is a serious public health problem in Taiwan and the world. The most effective, affordable treatments involve early prevention/detection/intervention, requiring screening. Successfully implementing CKD programs requires good patient participation, affected by patient perceptions of screening service quality. Service quality improvements can help make such programs more successful. Thus, good tools for assessing service quality perceptions are important.

Aim: to investigate using a modified SERVQUAL questionnaire in assessing patient expectations, perceptions, and loyalty towards kidney disease screening service quality.

Method: 1595 kidney disease screening program patients in Taichung City were requested to complete and return a modified kidney disease screening SERVQUAL questionnaire. 1187 returned them. Incomplete ones (102) were culled and 1085 were chosen as effective for use. Paired t-tests, correlation tests, ANOVA, LSD test, and factor analysis identified the characteristics and factors of service quality. The paired t-test tested expectation score and perception score gaps. A structural equation modeling system examined satisfaction-based components' relationships.

Results: The effective response rate was 91.4%. Several methods verified validity. Cronbach's alpha on internal reliability was above 0.902. On patient satisfaction, expectation scores are high: 6.50 (0.82), but perception scores are significantly lower 6.14 (1.02). Older patients' perception scores are lower than younger patients'. Expectation and perception scores for patients with different types of jobs are significantly different. Patients higher on education have lower scores for expectation (r = -0.09) and perception (r = -0.26). Factor analysis identified three factors in the 22 item SERVQUAL form, which account for 80.8% of the total variance for the expectation scores and 86.9% of the total variance for the satisfaction scores. Expectation and perception score gaps in all 22 items are significant. The goodness-of-fit summary of the SEM results indicates that expectations and perceptions are positively correlated, perceptions and loyalty are positively correlated, but expectations and loyalty are not positively correlated.

Conclusions: The results of this research suggest that the SERVQUAL instrument is a useful measurement tool in assessing and monitoring service quality in kidney disease screening services, enabling the staff to identify where service improvements are needed from the patients' perspectives.

Show MeSH
Related in: MedlinePlus