Page 89 - GHES-2-4

Global Health Economics and
Sustainability

ORIGINAL RESEARCH ARTICLE
Measuring health services quality: Nurses’

perceptions and the SERVPERF scale

Ammar Ali Alraimi* and Abhijeet Shelke
Department of Management Science, Dr. Babasaheb Ambedkar Marathwada University,
Aurangabad, Maharashtra, India

Abstract
This study aimed to assess service quality in the health-care sector by employing the
SERVPERF scale, with a particular focus on the perceptions of nursing staff, which
have a significant impact on patient care. Utilizing the SERVPERF scale, this research
investigates the perceived quality of health services in hospitals and examines the
predictors of service quality based on the scale’s dimensions and items. The five
dimensions under consideration include tangibility, reliability, responsiveness,
empathy, and assurance. The data were collected from a sample of 214 nurses who
completed the research survey to determine their perception of service quality. The
questionnaire demonstrated high reliability, with an overall Cronbach’s alpha value
of 0.72. The study was conducted in private hospitals situated in Yemen’s largest city.
The findings revealed that the dimensions of health-care service quality were highly
rated, with the safety dimension scoring the highest and the reliability dimension
Academic editor: scoring the lowest. These results have significant implications for measuring health-
Mihajlo Jakovljevic M.D. Ph.D. MAE care service quality. Although the study is limited by the use of a sample from five
*Corresponding author: hospitals in nursing departments, the findings offer valuable insights for health-care
Ammar Ali Alraimi sector leaders to assess service quality in hospitals.
(ammar_alraimi@su.edu.ye)
Citation: Alraimi, A.A., & Shelke, A. Keywords: Quality health service; Service quality measurement; Yemen hospitals;
(2024). Measuring health services
quality: Nurses’ perceptions and the SERVPERF
SERVPERF scale. Global Health
Econ Sustain, 2(4):2525.
https://doi.org/10.36922/ghes.2525
Received: December 25, 2023 1. Introduction
Accepted: April 8, 2024 Health-care service quality is an important aspect of health-care systems worldwide, as
Published Online: August 26, 2024 it directly affects patient outcomes and satisfaction (Prakoeswa et al., 2022; Ghildiyal
et al., 2022; Pratama & Hartini, 2020). The World Health Organization defines health
Copyright: © 2024 Author(s).
This is an Open-Access article service quality as “the degree to which health-care services for a population increase
distributed under the terms of the the likelihood of desirable health outcomes” (Manyazewal, 2017, p. 2). While most
Creative Commons Attribution studies of service quality focus on patients’ perspectives, nurses play an important role
License, permitting distribution,
and reproduction in any medium, in shaping patients’ perceptions and experiences (Fabrellas et al., 2020; Athanasakis,
provided the original work is 2020; Habahbeh & Alkhalaileh, 2020). Professional competence is critical for achieving
properly cited. the mission of the health system, and professional performance plays an important role
Publisher’s Note: AccScience in achieving organizational goals (Halabi et al., 2021). The quality of nursing care is
Publishing remains neutral with associated with patient satisfaction, shorter hospitalization times, and lower health-care
regard to jurisdictional claims in
published maps and institutional costs (Molina-Mula & Gallo-Estrada, 2020; Apriana & Ratnasari, 2021; Mynaříková
affiliations. et al., 2020).

Volume 2 Issue 4 (2024) 1 https://doi.org/10.36922/ghes.2525