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Journal Information
Vol. 35. Issue 6.
Pages 381-390 (November - December 2020)
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Vol. 35. Issue 6.
Pages 381-390 (November - December 2020)
Original Article
DOI: 10.1016/j.jhqr.2019.11.008
Results of mapping patients expectation using SERVQUAL
Resultados del mapeo de las expectativas de los pacientes realizado con SERVQUAL
D. Mehrotraa, S. Bhartiyab,
Corresponding author

Corresponding author.
a ASET & IT, Amity University, Uttar Pradesh, Noida, U.P., India
b VSIT, VIPS, New Delhi, India
Article information
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Figures (5)
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Tables (5)
Table 1. Features and facilities of healthcare services.
Table 2. Demographic details of the respondents (number of respondents=349).
Table 3. Rotation sum of squared loadings (rotation method: Varimax).
Table 4. Rotation component matrix categorizing variables into five factors.
Table 5. Criteria and sub-criteria finalized for the ranking of hospitals.
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Understanding expectations of the patients towards the quality of services that hospitals providing is very important in quality in healthcare. With every health care organization claiming its services to be the best, benchmarking and comparing them to ascertain the real best is very difficult but much required in this competitive world. Patients have a varied need depending upon the resources and criticality of disease. The aim of the study was to identify the factors linked with patient's expectations contributing to the quality of the service delivered by the hospital.

Materials and methods

Multi-speciality hospitals were visited to survey indoor and outdoor patients of different age groups. Omega coefficient and Cronbach α test were used to test the questionnaire's validity and reliability. The factor analysis technique was used to identify factors determining patient expectations. The SERVQUAL framework was used to categorize evaluation criteria.


The resultant factors show variations in prioritizing service demands by the patients. Such a system would enable the patients to select a hospital capable of delivering best quality services.


This study identifies the factors that contribute in delivering high quality service by the hospital. It gives a futuristic view to design a framework for evaluating the quality of the service delivered by a hospital.

Factor analysis
Quality of services

Comprender las expectativas de los pacientes sobre la calidad de los servicios prestados por los hospitales es muy importante para la calidad de la atención sanitaria. Como cada organización de atención sanitaria defiende que sus servicios son los mejores, la evaluación comparativa para comprobar que esta afirmación es cierta es muy difícil, pero es a la vez muy necesaria en este mundo competitivo. Los pacientes tienen diferentes necesidades, dependiendo de los recursos y de la gravedad de la enfermedad. El objetivo de este estudio fue identificar los factores vinculados a las expectativas de los pacientes, que contribuyen a la calidad del servicio prestado por el hospital.

Materiales y métodos

Se realizaron visitas a hospitales de múltiples especialidades, para entrevistar a los pacientes internos y externos de diferentes grupos de edad. Se utilizaron el coeficiente omega y la prueba α de Cronbach para probar la validez y fiabilidad del cuestionario. Se utilizó la técnica de análisis factorial para identificar los factores determinantes de las expectativas de los pacientes, y el marco SERVQUAL para categorizar los criterios de evaluación.


Los factores resultantes muestran variaciones a la hora de priorizar las demandas de servicio por parte de los pacientes. Dicho sistema permitiría que los pacientes seleccionaran un hospital capaz de prestar servicios de la mejor calidad.


El presente estudio identifica los factores que contribuyen a la prestación de servicios de alta calidad por parte del hospital, y aporta una visión futurista para diseñar un marco de evaluación de la calidad del servicio prestado por el hospital.

Palabras clave:
Análisis factorial
Atención sanitaria
Calidad de los servicios


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