Date of Completion

2022

Document Type

Research Project

Degree Name

Grade 12

Keywords

Service Quality, SERVQUAL, Public Hospital, Private Hospital, Healthcare

Abstract

Service quality is considered a vital factor in determining the effectiveness of hospitals in delivering healthcare services to patients. It is defined by assessing how accurately the received service met the patients’ expectations, which was evaluated in this study using the SERVQUAL model and its dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. This paper aims to know if there is a significant difference between the state of service quality of public and private hospitals during COVID-19 in the cities of Imus, Cavite, Bacoor, and Dasmariñas. The researchers chose a sample size of 332 respondents through snowball sampling and utilized Google Forms to gather the needed data, which were then analyzed through various statistical tools. The findings indicated a significant difference between the perceived service quality of public and private hospitals in the four study sites. This inferred the concept that private hospitals offered better service quality than public hospitals. However, note that the results showed both hospital types requiring improvement in the SERVQUAL dimensions. This implied that the findings provided both confirmation and correction on the prejudice against public hospital service quality being very unsatisfactory and private hospitals as centers of quality medical care. This research also provided specific areas of improvement in both public and private hospitals as stipulated in the results of the Gap Analysis, thereby contributing a solution to the global dilemma of degrading healthcare service quality.

First Advisor

Ramgie Bartolata

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