Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan

• Main Authors: Shu-Ju Lu (Author), Hsiu-O Kao (Author), Bao-Lin Chang (Author), Shu-Ing Gong (Author), Shu-Mei Liu (Author), Shih-Chi Ku (Author), Jih-Shuin Jerng (Author)
• Format: Book
• Published: BMC, 2020-09-01T00:00:00Z.
• Subjects: article
• Online Access: Connect to this object online.

Abstract Background Assessing patients' expectations and perceptions of health service delivery is challenging. To understand the service quality in intensive care units (ICUs), we investigated the expected and perceived service quality of ICU care. Methods We conducted this study at an ICU of...