Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

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• 作者：Shu-Yun Yin ; Kuan-Kai Huang ; Jiunn-I Shieh ; Yu-Huei Liu ; Hsin-Hung Wu
• 关键词：Telehealth services ; SERVQUAL model ; Importance ; performance analysis ; Strength ; Weakness
• 刊名：Quality & Quantity
• 出版年：2016
• 出版时间：March 2016
• 年：2016
• 卷：50
• 期：2
• 页码：751-766
• 全文大小：432 KB
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• 作者单位：Shu-Yun Yin (1)
  Kuan-Kai Huang (1) (2)
  Jiunn-I Shieh (3)
  Yu-Huei Liu (4) (5)
  Hsin-Hung Wu (6)
  
  1. Department of Administration, Show Chwan Memorial Hospital, Changhua, Taiwan
  2. Department of Information Management, Chien-Kuo Technology University, Changhua, Taiwan
  3. Department of Applied Informatics and Multimedia, Asia University, Wufeng, Taichung City, Taiwan
  4. Department of Medical Genetics and Medical Research, China Medical University Hospital, Taichung City, Taiwan
  5. Graduate Institute of Integrated Medicine, China Medical University, Taichung City, Taiwan
  6. Department of Business Administration, National Changhua University of Education, No. 2 Shida Road, Changhua City, 500, Taiwan
  
• 刊物类别：Humanities, Social Sciences and Law
• 刊物主题：Social Sciences
  Methodology of the Social Sciences
  Social Sciences
  
• 出版者：Springer Netherlands
• ISSN：1573-7845

文摘

Telehealth services provide a means of monitoring a patient’s vital signs through the use of equipment or mobile devices and have the potential to extend clinical outreach to more patients regardless of geographical locations. However, patient acceptance is essentially important for the success of telehealth implementations. Thus, it is of interest to evaluate patients’ attitudes and perceptions toward the use of telehealth services. This study combines service quality model and importance-performance analysis to evaluate telehealth services provided by a case hospital. The results show that six items belong to major weaknesses, which should be addressed immediately in order to reduce patients’ complaints. In contrast to major weaknesses, there are seven items classified as major strengths, which should be maintained to provide telehealth service excellence in order to establish better and longer relationships with patients in the long-term perspectives. Keywords Telehealth services SERVQUAL model Importance-performance analysis Strength Weakness