Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

Shu Yun Yin, Kuan Kai Huang, Jiunn I. Shieh, Yu Huei Liu, Hsin Hung Wu

Research output: Contribution to journalArticle

10 Citations (Scopus)

Abstract

Telehealth services provide a means of monitoring a patient’s vital signs through the use of equipment or mobile devices and have the potential to extend clinical outreach to more patients regardless of geographical locations. However, patient acceptance is essentially important for the success of telehealth implementations. Thus, it is of interest to evaluate patients’ attitudes and perceptions toward the use of telehealth services. This study combines service quality model and importance-performance analysis to evaluate telehealth services provided by a case hospital. The results show that six items belong to major weaknesses, which should be addressed immediately in order to reduce patients’ complaints. In contrast to major weaknesses, there are seven items classified as major strengths, which should be maintained to provide telehealth service excellence in order to establish better and longer relationships with patients in the long-term perspectives.

Original languageEnglish
Pages (from-to)751-766
Number of pages16
JournalQuality and Quantity
Volume50
Issue number2
DOIs
Publication statusPublished - 2016 Mar 1

Fingerprint

Performance Analysis
Evaluation
evaluation
performance
Service Quality
Evaluate
Model
Mobile Devices
Immediately
complaint
Monitoring
acceptance
monitoring

All Science Journal Classification (ASJC) codes

  • Statistics and Probability
  • Social Sciences(all)

Cite this

Yin, Shu Yun ; Huang, Kuan Kai ; Shieh, Jiunn I. ; Liu, Yu Huei ; Wu, Hsin Hung. / Telehealth services evaluation : a combination of SERVQUAL model and importance-performance analysis. In: Quality and Quantity. 2016 ; Vol. 50, No. 2. pp. 751-766.
@article{0e82aaa38c444b2982aa38b043144661,
title = "Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis",
abstract = "Telehealth services provide a means of monitoring a patient’s vital signs through the use of equipment or mobile devices and have the potential to extend clinical outreach to more patients regardless of geographical locations. However, patient acceptance is essentially important for the success of telehealth implementations. Thus, it is of interest to evaluate patients’ attitudes and perceptions toward the use of telehealth services. This study combines service quality model and importance-performance analysis to evaluate telehealth services provided by a case hospital. The results show that six items belong to major weaknesses, which should be addressed immediately in order to reduce patients’ complaints. In contrast to major weaknesses, there are seven items classified as major strengths, which should be maintained to provide telehealth service excellence in order to establish better and longer relationships with patients in the long-term perspectives.",
author = "Yin, {Shu Yun} and Huang, {Kuan Kai} and Shieh, {Jiunn I.} and Liu, {Yu Huei} and Wu, {Hsin Hung}",
year = "2016",
month = "3",
day = "1",
doi = "10.1007/s11135-015-0174-4",
language = "English",
volume = "50",
pages = "751--766",
journal = "Quality and Quantity",
issn = "0033-5177",
publisher = "Springer Netherlands",
number = "2",

}

Telehealth services evaluation : a combination of SERVQUAL model and importance-performance analysis. / Yin, Shu Yun; Huang, Kuan Kai; Shieh, Jiunn I.; Liu, Yu Huei; Wu, Hsin Hung.

In: Quality and Quantity, Vol. 50, No. 2, 01.03.2016, p. 751-766.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Telehealth services evaluation

T2 - a combination of SERVQUAL model and importance-performance analysis

AU - Yin, Shu Yun

AU - Huang, Kuan Kai

AU - Shieh, Jiunn I.

AU - Liu, Yu Huei

AU - Wu, Hsin Hung

PY - 2016/3/1

Y1 - 2016/3/1

N2 - Telehealth services provide a means of monitoring a patient’s vital signs through the use of equipment or mobile devices and have the potential to extend clinical outreach to more patients regardless of geographical locations. However, patient acceptance is essentially important for the success of telehealth implementations. Thus, it is of interest to evaluate patients’ attitudes and perceptions toward the use of telehealth services. This study combines service quality model and importance-performance analysis to evaluate telehealth services provided by a case hospital. The results show that six items belong to major weaknesses, which should be addressed immediately in order to reduce patients’ complaints. In contrast to major weaknesses, there are seven items classified as major strengths, which should be maintained to provide telehealth service excellence in order to establish better and longer relationships with patients in the long-term perspectives.

AB - Telehealth services provide a means of monitoring a patient’s vital signs through the use of equipment or mobile devices and have the potential to extend clinical outreach to more patients regardless of geographical locations. However, patient acceptance is essentially important for the success of telehealth implementations. Thus, it is of interest to evaluate patients’ attitudes and perceptions toward the use of telehealth services. This study combines service quality model and importance-performance analysis to evaluate telehealth services provided by a case hospital. The results show that six items belong to major weaknesses, which should be addressed immediately in order to reduce patients’ complaints. In contrast to major weaknesses, there are seven items classified as major strengths, which should be maintained to provide telehealth service excellence in order to establish better and longer relationships with patients in the long-term perspectives.

UR - http://www.scopus.com/inward/record.url?scp=84957966206&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84957966206&partnerID=8YFLogxK

U2 - 10.1007/s11135-015-0174-4

DO - 10.1007/s11135-015-0174-4

M3 - Article

AN - SCOPUS:84957966206

VL - 50

SP - 751

EP - 766

JO - Quality and Quantity

JF - Quality and Quantity

SN - 0033-5177

IS - 2

ER -