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Development of a universal short patient satisfaction questionnaire on the basis of SERVQUAL

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dc.contributor Aalto-yliopisto fi
dc.contributor Aalto University en
dc.contributor.author Konerding, Uwe
dc.contributor.author Bowen, Tom
dc.contributor.author Elkhuizen, Sylvia G.
dc.contributor.author Faubel, Raquel
dc.contributor.author Forte, Paul
dc.contributor.author Karampli, Eleftheria
dc.contributor.author Malmström, Tomi
dc.contributor.author Pavi, Elpida
dc.contributor.author Torkki, Paulus
dc.date.accessioned 2019-11-07T12:09:10Z
dc.date.available 2019-11-07T12:09:10Z
dc.date.issued 2019-01-01
dc.identifier.citation Konerding , U , Bowen , T , Elkhuizen , S G , Faubel , R , Forte , P , Karampli , E , Malmström , T , Pavi , E & Torkki , P 2019 , ' Development of a universal short patient satisfaction questionnaire on the basis of SERVQUAL : Psychometric analyses with data of diabetes and stroke patients from six different European countries ' , PloS one , vol. 14 , no. 10 , e0197924 . https://doi.org/10.1371/journal.pone.0197924 en
dc.identifier.issn 1932-6203
dc.identifier.other PURE UUID: e7e1ea0a-c917-4f08-b9b7-f6bc8d237562
dc.identifier.other PURE ITEMURL: https://research.aalto.fi/en/publications/e7e1ea0a-c917-4f08-b9b7-f6bc8d237562
dc.identifier.other PURE LINK: http://www.scopus.com/inward/record.url?scp=85073518233&partnerID=8YFLogxK
dc.identifier.other PURE FILEURL: https://research.aalto.fi/files/38172563/journal.pone.0197924.pdf
dc.identifier.uri https://aaltodoc.aalto.fi/handle/123456789/41178
dc.description.abstract Objective A short questionnaire which can be applied for assessing patient satisfaction in different contexts and different countries is to be developed. Methods Six items addressing tangibles, reliability, responsiveness, assurance, empathy, and communication were analysed. The first five items stem from SERVQUAL (SERVice QUALity), the last stems from the discussion about SERVQUAL. The analyses were performed with data from 12 surveys conducted in six different countries (England, Finland, Germany, Greece, the Netherlands, Spain) covering two different conditions (type 2 diabetes, stroke). Sample sizes for included participants are 247 in England, 160 in Finland, 231 in Germany, 152 in Greece, 316 in the Netherlands and 96 in Spain for the diabetes surveys; and 101 in England, 139 in Finland, 107 in Germany, 58 in Greece, 185 in the Netherlands, and 92 in Spain for the stroke surveys. The items were tested by (1) bivariate correlations between the items and an item addressing ‘general satisfaction’, (2) multivariate regression analyses with ‘general satisfaction’ as criterion and the items as predictors, and (3) bivariate correlations between sum scores and ‘general satisfaction’. Results The correlations with ‘general satisfaction’ are 0.48 for tangibles, 0.56 for reliability, 0.58 for responsiveness, 0.47 for assurance, 0.53 for empathy, and 0.56 for communication. In the multivariate regression analysis, the regression coefficient for assurance is significantly negative while all other regression coefficients are significantly positive. In a multivariate regression analysis without the item ‘assurance’ all regression coefficients are positive. The correlation between the sum score and ‘general satisfaction’ is 0.608 for all six items and 0.618 for the finally remaining five items. The country specific results are similar. Conclusions The five items which remain after removing ‘assurance’, i.e. the SERVQUAL-MOD-5, constitute a short patient satisfaction index which can usefully be applied for different medicalconditions and in different countries. en
dc.format.mimetype application/pdf
dc.language.iso en en
dc.relation.ispartofseries PloS one en
dc.relation.ispartofseries Volume 14, issue 10 en
dc.rights openAccess en
dc.title Development of a universal short patient satisfaction questionnaire on the basis of SERVQUAL en
dc.type A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä fi
dc.description.version Peer reviewed en
dc.contributor.department Witten/Herdecke University
dc.contributor.department Balance of Care Group
dc.contributor.department Erasmus University Rotterdam
dc.contributor.department University of Valencia
dc.contributor.department University of West Attica
dc.contributor.department Department of Industrial Engineering and Management
dc.identifier.urn URN:NBN:fi:aalto-201911076183
dc.identifier.doi 10.1371/journal.pone.0197924
dc.type.version publishedVersion

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