Analysis of Healthcare Service Quality on Patient Satisfaction: A SERVQUAL Method in the Radiology Department

Abstract

Patient satisfaction reflects the comparison between expectations and experiences of healthcare services. This study aimed to describe patients’ perceptions of radiology service quality and satisfaction using the SERVQUAL framework. A descriptive quantitative study involved 80 patients who had undergone radiological examinations. Data were collected using a structured questionnaire covering five SERVQUAL dimensions and a four-point Likert scale. Univariate analysis described respondent characteristics and dimension scores, while the Mann–Whitney U test examined differences in overall service quality scores by gender, age, and payment type, with statistical significance set at p < 0.05. Most respondents were female (61.3%), aged ≥20 years (86.3%), and covered by National Health Insurance (73.8%). Very high satisfaction was reported across all dimensions, ranging from 87.5% for responsiveness to 93.8% for tangibles and assurance. Mean scores ranged from 3.84 to 3.89. Reliability and assurance received the highest scores (3.89 ± 0.26 each), followed by empathy (3.88 ± 0.26), tangibles (3.85 ± 0.26), and responsiveness (3.84 ± 0.31). The overall service quality score was 3.87 ± 0.25. No significant differences were found by gender (p = 0.77), age (p = 0.33), or payment type (p = 0.17). Patients reported highly favorable perceptions of radiology services. Reliability and assurance were rated highest, whereas responsiveness received the lowest score. Overall service quality did not differ significantly across respondent characteristics.