Tehnički kvalitet pruženih usluga kao važna determinanta ostvarivanja koncepta tržišne orijentacije zdravstvene ustanove
Technical quality of provided services as a very important determinant of medical institution market orientation concept achievement

Summary/Abstract: The quality of services in the health sector has very often been the subject of various research, and a special place in such research was given to measuring the service process quality, but very rarely an emphasis was put on the technical quality in health care. This paper deals with the problems of measuring and understanding the impact which is expected with regard to the technical dimensions of the quality on the perceived quality of health services. Starting from the basic characteristics of the model of quality measurement, the paper presents the results of surveys conducted among users of health services and measurements of the impact of their previous expectations on the perception of service quality, using the weighted SERVQUAL model based on the difference between perceived and expected quality. The results of research confirm that there is a significant difference in regard to the level of patient expectations in terms of technical dimensions of users of rehabilitation and radiology services, rehabilitation and gynecological and obstetric services, and rehabilitation and biochemical services. For all other services, regardless of the fact whether they were provided in the frame of surgical, gynecological and obstetric, internal or diagnostic branches, there is no statistically significant difference in the level of expectations and perceptions of users of health services. This research confirms that the previous expectations of patients, their characteristics and requirements have to be taken into account when using model for measuring quality in health services, and also, the level of perceived quality has not only been established by the level of technical quality dimensions, but, primarily, by the difference between perceived and expected quality. This paper addresses to the selection and treatment of subject, which has not been represented at all in the national literature.

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