What does this research mean for the field?

PCI patients perceive the quality of case management services to be moderate, with an average service quality gap of −0.267 between their expectations and actual perceptions. Novelty: ClaimNovelty.CONFIRMATORY. Consensus alignment: ConsensusAlignment.NEUTRAL.

What question did this study set out to answer?

The study aims to analyze PCI patients' perceptions and expectations of case management service quality.

January 10, 2026Frontiers in Public Health0 citationsOpen Access

Analysis of case management service quality for PCI patients based on the SERVQUAL model: a single-center prospective study

SWShu‐Yan WangJiaxing University QLQin LuSoochow University LDLi DingJiaxing University

Key Result

PCI patients had an average expectation score of 3.878 and a perception score of 3.616, indicating a service quality gap of −0.267 that requires improvement.

Key Points

The study aims to analyze PCI patients' perceptions and expectations of case management service quality.
Administered a questionnaire using the SERVQUAL scale to assess service quality from patients' perspectives.
Employed Importance-Performance Analysis to evaluate and categorize service quality assessments.
Collected data from a total of 221 valid questionnaires from PCI patients.
Average expectation score was 3.878, perception score was 3.616, leading to a gap of -0.267.
Each dimension analyzed showed a negative gap, indicating perceived quality fell short of expectations.
Overall service quality is moderate and does not satisfy PCI patients' needs.

Structured PICO

Does the quality of case management services meet the expectations of post-PCI patients?

Population

221 percutaneous coronary intervention (PCI) patients (out of 230 surveyed), 53.85% male, 53.8% aged 60 or older. Key inclusion criteria: agreed to be included in case management, ability to use a smartphone, no severe cerebrovascular accidents, mental disorders, or cognitive impairments.

Intervention

Case management services evaluated using the SERVQUAL scale (22 items across 5 dimensions: tangibility, reliability, responsiveness, assurance, and empathy) and Importance-Performance Analysis (IPA).

Outcome

Gap between patients' expectations and actual perceptions of case management service qualitypatient reported

PCI patients' perceived quality of case management services generally falls short of expectations, highlighting the need for continuous quality improvement, particularly in the domains of reliability and empathy.

Main Result

Absolute Event Rate: 0% vs 0%

Abstract

Introduction This study aims to analyze the current status and shortcomings of case management services from the patient’s perspective, investigating percutaneous coronary intervention (PCI) patients’ perceptions and expectations of the quality of case management services. The objective is to provide decision-making references for efficiently improving the quality of case management services. Methods Using the Service quality (SERVQUAL) scale as a survey tool, a questionnaire was administered to assess PCI patients’ expectations and actual perceptions of case management service quality, identifying gaps and categorizing findings. Additionally, Importance-Performance Analysis (IPA) was utilized to evaluate PCI patients’ quality assessment of case management services. Results A total of 230 PCI patients from August 2024 to July 2025 were surveyed, with 221 valid questionnaires collected. The average expectation score was 3.878, while the average perception score was 3.616, resulting in an average gap of −0.267, indicating an overall moderate service quality. Each dimension’s expectation-perception score gap was negative, revealing that patients’ perceived quality generally fell short of their expectations. Conclusion The overall quality evaluation of case management services by PCI patients does not meet their satisfaction level, highlighting the need for continuous quality improvement.

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