A case study of applying importance-performance analysis in orthopedic department to evaluate service quality

Hsin Hung Wu, Shu Min Hsieh

研究成果: Article同行評審

16 引文 斯高帕斯(Scopus)

摘要

A case study of evaluating service quality of orthopedic department at a regional hospital located in central Taiwan is presented. The questionnaire was designed based on SERVQUAL model with 22 items. In addition, importance-performance analysis (IPA) was applied to identify the major strengths and weaknesses in this study. For the degree of importance, physicians' expertise has the highest importance but neat dressed staff is the least important item. In contrast to importance, physicians' expertise has the highest performance rating, while convenient transportation and parking convenience receives the lowest performance rating from patients' points of view. To further applying IPA to identify major strengths and weaknesses, the results show that there is no major weakness at orthopedic department, while there are nine major strengths from patients' viewpoints. Therefore, these nine major strengths mainly belonging to tangibility should be maintained to gain competitive advantage.

原文English
頁(從 - 到)50-68
頁數19
期刊International Journal of Management and Decision Making
12
發行號1
DOIs
出版狀態Published - 2012

All Science Journal Classification (ASJC) codes

  • Decision Sciences(all)

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