Service quality measurement in a medical imaging department

Wong, J. C. H. (2002) Service quality measurement in a medical imaging department. International Journal of Health Care Quality Assurance, 15 5: 206-212. doi:10.1108/09526860210437421

Author Wong, J. C. H.
Title Service quality measurement in a medical imaging department
Journal name International Journal of Health Care Quality Assurance   Check publisher's open access policy
ISSN 0952-6862
Publication date 2002-01-01
Sub-type Article (original research)
DOI 10.1108/09526860210437421
Volume 15
Issue 5
Start page 206
End page 212
Total pages 7
Place of publication Bingley, England
Publisher Emerald Group Publishing
Language eng
Subject 150313 Quality Management
Abstract This project evaluates the quality of service provided for ambulatory clients at the Bone Densitometry Unit in the Royal Brisbane Hospital using the Servqual instrument. Every adult outpatient visiting the Bone Densitometry Unit over a six-month period was invited to participate in the survey. On each of the five measured dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy, there were high satisfaction ratings with both perception scores and expectation-minus-perception gap scores. Of the five dimensions, responsiveness, assurance and empathy factors were more important predictors of overall service satisfaction. Perception scores better predict overall satisfaction than gap scores. Therefore, Servqual is useful if knowledge of the pattern of expectation trends is important in managerial decision making. Otherwise, the measurement of perception scores appears sufficient to assess service quality for ambulatory clients in a medical imaging department.
Keyword Medical care - Quality control
Health services administration
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Unknown

Document type: Journal Article
Sub-type: Article (original research)
Collections: Excellence in Research Australia (ERA) - Collection
School of Health and Rehabilitation Sciences Publications
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Citation counts: Scopus Citation Count Cited 29 times in Scopus Article | Citations
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Created: Fri, 20 Mar 2009, 22:38:58 EST by Ms Karen Naughton on behalf of School of Health & Rehabilitation Sciences