Mjerenje uticaja očekivanja pacijenata na percipirani kvalitet usluga korištenjem ponderisanog SERVQUAL modela
Measuring influence of patient expectation on perceived service quality using weighted servqual mode

Summary/Abstract: Starting from basic characteristics of measurement model of quality in the paper we present the results of research conducted amongst users of health services and measurement of influence of their previous expectations to perceived service quality using SERVQUAL model on the basis of the difference between perceived and expected quality. The subject of research is measurement of perceived and expected services and comparison of results for the purposes of validating perceived quality of health care services and the influence of expectations to the level of perceived functional quality of services. The results of research have shown that the level of previous expectations has extremely high significance for perceiving the level of functional quality for individual types of services. The examinees with high level of expectations have shown high level of demands towards health care institution. This has caused negative difference between perceived and expected quality at these users, implying relatively high values of perceived - expected. The research has confirmed that it is necessary to take care of previous expectations of patients, as well as of their characteristics and demands while using measurement model of service quality in health care.

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