Patients’ Satisfaction Analysis Based on the Quality of Medical Check Up Service: A Case Study of Zhanjiang Meinian Health Physical Examination Center

Abstract

Meinian Health Physical Examination Center is one of the most successful medical check-up service provider in Zhanjiang China. In order to evaluate the quality of service provided to patients, this study used the SERVEQUAL Instrument. The survey was conducted across all adult all patients who received medical check-up service in November 2022 in Meinian Health Physical Examination Centre in Zhanjiang City, Guangdong Province. The study determined population of 3,142 with 346 sample sizes. The data were collected by applying self-organized questionnaire which its items were developed using 5 scale on Likerts’ measurement. The respondents were asked to value their expectation as well as their perception on 5 dimension of service quality i.e. tangible factor, reliability, responsiveness, assurance, and empathy. The study reveals that among all the 5 aspects of SERVEQUAL, assurance demonstrate the biggest gap between received and expected services, which is −1.11. Empathy, responsiveness, and reliability show the similar gap, which are −0.686, −0.654 and −0.642, respectively. Tangible shows the smallest gap of −0.599. It implies the strong need for the center to improve their service quality at urgent with a focus on the assurance aspect.