Patients' and personnel's perceptions of service quality and patient satisfaction in nuclear medicine

Abstract.

Patients' and personnel's perceptions of service quality were analysed to position nuclear medicine organisations in the service triangle theory of Haywood-Farmer [Int J Production and Operations Management 1988; 6:19–29]. After distinguishing the service quality dimensions of nuclear medicine, a comparison was made between the service quality perceptions of patients (n=259) and those of personnel (n=24). We examined the importance of different service quality dimensions by studying their relationship to patient satisfaction. The proposed five dimensions of SERVQUAL, the most commonly used service quality measurement scale, were not confirmed. Patients considered tangibles and assurance as one dimension, while the original empathy dimension was separated into empathy and convenience. Personnel perceived all service quality dimensions as less good than did patients, except for empathy. Results indicated that patients' perception of service quality was correlated with patient satisfaction, especially in terms of reliability and tangibles-assurance. Based on these service quality dimensions, we suggest that nuclear medicine services need to optimise their physical and process component and the technical skills of personnel.