What question did this study set out to answer?

The aim is to evaluate healthcare service quality and measure the gap between patients' perception and expectation.

February 19, 2026Management Systems in Production Engineering0 citationsOpen Access

Assessment the Level of the Health Service Quality in Healthcare Center by Integration the Servqual Model Stepwise Weight Assessment Ratio Analysis Method – Investigation Study

ZAZainab Al-BaldawiUniversity of Baghdad SASarah Mohammed Al-WaheedUniversity of Baghdad

Key Points

The aim is to evaluate healthcare service quality and measure the gap between patients' perception and expectation.
Developed a questionnaire for assessing patient satisfaction.
Employed Percent Point Score method to evaluate service quality perceptions.
Integrated SWARA Method to prioritize the importance of service quality criteria.
Applied the methodology in a healthcare center in Baghdad with responses from 100 patients.
Identified weak service criteria: waiting time and booking system contributed to patient dissatisfaction.
High satisfaction levels were reported for patient privacy criteria.
Proposed methodology offers targeted improvement strategies for weak service areas.

Abstract

Abstract Service quality is a critical issue in the healthcare sector due to its vital importance and significant impact on people’s lives. Therefore, organizations should continuously improve their service quality to ensure providing an optimal healthcare service as possible. In this study, healthcare service quality assessment methodology was proposed to investigate and assess the level of patient’s satisfaction through analysis and measure the gap between the perception service quality and the expectation services quality from patients point view. The proposed methodology integrates Percent Point Score method and Stepwise Weight Assessment Ratio Analysis Method SWARA Method and based six SERVQUAL dimensions namely; Tangible, Responsiveness, Reliability, Assurance, Empathy and, Administrative Procedure with 42 service quality criteria. Questionnaire was developed to capture the perception and the expectation service quality from patients point view was assessed. The perception and the expectation service quality have assessed by Percent Point Score method. SWARA Method was used to identified the weight of significant of each criterion. The proposed methodology was verified in real life at a healthcare center located in Baghdad and opinion of 100 patients have obtained for two months from 1/10/2024 to 1/12/2024. Results showed that waiting time for receiving the medical service (D22) and the booking system (D53) are the weakest service quality criteria that led to patients unsatisfaction, while protecting patients’ privacy, criteria (D46) achieved a high level of patient satisfaction (-0.23). The proposed methodology can help the medical center to investigate the level of quality of their various services to focus their resources in the improvement process to improve the weak services to achieve a high level of patients’ satisfaction. Various dimensions of quality service can be addressed for future works; in addition, a road map of improvement for the weak dimensions can be proposed to increase patient satisfaction.

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