Apply the SERVQUAL Instrument to Measure Service Quality for the Adaptation of ICT Technologies: A Case Study of Nursing Homes in Taiwan
Open Access
- 24 April 2020
- journal article
- research article
- Published by MDPI AG in Healthcare
- Vol. 8 (2), 108
- https://doi.org/10.3390/healthcare8020108
Abstract
The adoption of information and communication technology by elderly care organizations is an inevitable trend. Most empirical studies on e-Health service quality have focused predominantly on the general population rather than on the elderly. Thus, the generalizations are rather problematic. In addition, in the planning stage, pre-implementation analysis is considered critical but seldom performed. In this research, an instrument to evaluate the e-Health service quality in nursing homes was developed based on the SERVQUAL model. Furthermore, a pre-implementation analysis combining the SERVQUAL questionnaire and importance performance analysis was performed. Dissatisfactory factors were identified as follows. Regarding the physical environment quality, the residents expressed that the nursing homes did not provide well-maintained rooms and that the temperature in the rooms was unsuitable. Regarding the outcome quality, the elderly residents replied that the medical treatments and doctor visits were not well scheduled. Regarding the interaction quality, the residents indicated that the staff did not solve their problems sincerely or clearly understand their needs. Health care informatics (HCI) such as an electronic shift system (ESS) and electronic health records (EHR) are proposed to eliminate these problems. Given current resource limitations, our instrument and methodology proposed in this research could be extremely meaningful in practical application.Keywords
This publication has 30 references indexed in Scilit:
- What matters to older people with assisted living needs? A phenomenological analysis of the use and non-use of telehealth and telecareSocial Science & Medicine, 2013
- Trustworthiness in mHealth information services: An assessment of a hierarchical model with mediating and moderating effects using partial least squares (PLS)Journal of the American Society for Information Science and Technology, 2010
- A Hierarchical Model of Health Service QualityJournal of Service Research, 2007
- Health CareJournal of Service Research, 2007
- Nurses’ views on the use, quality and user satisfaction with electronic medical records: questionnaire developmentJournal of Advanced Nursing, 2007
- Information technology in health promotionHealth Education Research, 2007
- The Ripple Effect: Emotional Contagion and its Influence on Group BehaviorAdministrative Science Quarterly, 2002
- What is e-health?Journal of Medical Internet Research, 2001
- Identifying Service Quality Strengths and Weaknesses Using SERVQUALHealth Marketing Quarterly, 1998
- SERVQUAL: review, critique, research agendaEuropean Journal of Marketing, 1996