Ispitivanje zadovoljstva pacijenata primjenom SERVPERF modela

master's thesis

• Title (english): Measuring patients satisfaction using SERVPERF scale
• Author: Nikolina Čolan
• Mentor: Nada Vrkić (mentor)
• Committee member: Nada Vrkić (predsjednik povjerenstva)
• Committee member: Marija Grdić Rajković (član povjerenstva)
• Committee member: Lara Milevoj Kopčinović (član povjerenstva)
• Granter: University of Zagreb; Faculty of Pharmacy and Biochemistry; (Department of medical biochemistry and haematology); Zagreb
• Defense date and country: 2019-07-05, Croatia
• Scientific / art field, discipline and subdiscipline: BIOMEDICINE AND HEALTHCARE; Pharmacy; Medical Biochemistry

Abstract

U modernom zapadnom svijetu sve se više pažnje posvećuje unaprjeđenju kvalitete zdravstvenih usluga, pa tako i
kvalitete laboratorijskih usluga. Zbog iznimne važnosti dobivanja točne i pouzdane laboratorijske informacije, kao
vrlo važnog čimbenika u procesu liječenja pacijenata, kvaliteta svake faze rada mora biti kontrolirana i podvrgnuta
zahtjevima međunarodne norme ISO 15189 koja je prihvćena kao hrvatska norma HR EN ISO 15189. Normom je,
osim osiguravanja kvalitete laboratorijske usluge, regulirano i ispitivanje povratne informacije od pacijenata. S
obzirom na to da pacijent nema dovoljno stručnog znanja za evaluaciju kvalitete i općenite problematike mjerenja
kvalitete usluge koja je promjenjiva, neopipljiva i heterogena bilo je potrebno upotrijebiti jedan od osmišljenih modela
za mjerenje kvalitete uslužnih djelatnosti s ciljem utvrđivanja dimenzija koje utječu na pacijentovo zadovoljstvo. U
ovom istraživanju koristili smo SERVPERF (Service Performanse) model mjerenja kvalitete usluge prema autorima
Croninu i Tayloru iz 1992, god. i potvrdili njegovu primjenjivost za ispitivanje zadovoljstva pacijenata uslugama
medicinsko-biokemijskog laboratorija uz manje izmjene i primjene novoosmišljenih dimenzija; Prostor, Usluga i
Djelatnici. Anonimnim upitnikom ispitivali smo zadovoljstvo pacijenata uslugama laboratorija i zaključili da su
pacijenti zadovoljni. Također, zaključili smo da su varijable dimenzije Prostor najviše utjecale na nezadovoljstvo
pacijenata i trebale bi poslužiti kao fokus poboljšanja u budućnosti, a varijable dimenzija Usluga i Osoblje najviše su
utjecale na zadovoljstvo pacijenata i stoga pridonijele ukupnom zadovoljstvu pacijenata.

Abstract (english)

Modern highly developed society pays more attention to health services quality improvement, along with the quality
improvement of laboratory services. Due to extreme importance of getting accurate and reliable laboratory
information, as a very important factor in a process of patient treatment, quality of every phase of work should be
controlled and should meet international standard requirement ISO 15189 which is accepted as the Croatian standard
HR EN ISO 15189. Apart from insuring quality of laboratory services, ISO regulates reviewing patients' feedbacks.
Since a patient doesn't have enough knowledge to evaluate quality and considering general issue with measurement of
service quality which is variable, intangible and heterogeneous, it was necessary to use one of the designed models for
measuring quality of service activities with the aim of establishing dimensions that affect patients' satisfaction. In this
research we used SERVPERF (Service Performanse) model for measuring service quality according to the authors
Cronin and Taylor from year 1992, and we confirmed its applicability for examination of patient satisfaction with
Medical-Biochemistry laboratory services including smaller changes and application of newly designed dimensions;
Space, Service and Employees. We questioned patients' satisfaction with laboratory services and concluded that they
are satisfied. Also, we concluded that the variables of the dimension Space had the most impact on patients'
dissatisfaction and should be used as a focus for improvements in future, as for the variables of the dimensions Service
and Employees, they had the most impact on patients' satisfaction and therefore contributed to patients' overall
satisfaction.

• Keywords: SERVPERF; zadovoljstvo pacijenata; kvaliteta usluge; medicinsko-biokemijski laboratorij
• Keywords (english): SERVPERF; patients satisfaction; service quality; medical-biochemistry laboratory
• Language: croatian
• URN:NBN: urn:nbn:hr:163:381281
• Study programme: Title: Medical biochemistry; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: magistar/magistra medicinske biokemije (magistar/magistra medicinske biokemije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Repository: Repository of Faculty of Pharmacy and Biochemistry University of Zagreb
• Created on: 2020-02-13 09:43:31