Page 90 - GHES-2-4

Global Health Economics and
Sustainability
Nurse perceptions of quality measured by SERVPERF

Many studies have explored the factors that contribute that the limited resources available are used effectively
to high-quality nursing care. Li et al. (2022) reported that and efficiently (Li et al., 2022). Given the limited research
spiritual care competence is positively associated with the on nurses’ perceptions of the quality of health services in
perceived professional usefulness of nurses. Haldane et al. Yemen, this study aimed to fill this gap using the SERVPERF
(2022) highlighted the challenges nurses faced during scale to assess the quality of health services in the country.
the COVID-19 pandemic, emphasizing the need for The findings of this study will contribute to the literature on
adequate support and resources to maintain high-quality the quality of health services in conflict-affected countries
care. Yanti & Suarningsih (2022) explored the role of and provide valuable insights for policymakers and health-
spiritual care training in enhancing nurses’ ability to meet care providers in Yemen to improve the quality of health
the spiritual needs of patients during care. On the other services.
hand, a few studies have examined nurses’ perceptions
of service quality (Dureab et al., 2020; Ryan et al., 2017). 2. Methodology
The perceptions of service quality can significantly affect 2.1. Research design
patient care (Mert et al., 2020). A study by Alsufyani et
al. (2020) examined nurses’ perceptions of health service This study employed a non-experimental descriptive
quality in Saudi Arabia and revealed that nurses perceived correlational research design, using the descriptive
the quality of care to be moderate, with room for correlation method to examine the correlations of nurses’
improvement in all dimensions of the SERVPERF scale. perceptions of service quality dimensions across hospitals.
Similarly, a study by Al-Kandari & Ogundeyin (1998) in Descriptive correlational designs are appropriate when
Kuwait reported that nurses perceived the quality of care seeking to describe the characteristics of a population
to be satisfactory. Several studies have examined different and determine relationships between variables without
approaches to measuring service quality and identifying manipulation.
factors that influence nursing staff perceptions (Koy et al., 2.2. Sample and data collection
2020; Khodayari-Zarnaq et al., 2021). Previous studies
have used the SERVPERF scale to assess the quality The data were collected from five hospitals. The sample
of health services in different countries and contexts, size was determined based on a table by Krejci & Morgan
providing valuable insights into the factors that contribute (1970). A total of 214 nurses were randomly selected
to high-quality care (Endeshaw, 2020; Shafei et al., 2019). from the hospitals and asked to provide their views on
each item listed on the questionnaire. The participants
The SERVPERF scale is a widely used tool for measuring were mostly female (52.3%) and aged between 30 and
service quality and assesses five dimensions: Tangibility, 39 (46.6%).
reliability, responsiveness, assurance, and empathy. It has
been adapted for use in health-care settings (Akdere et al., 2.3. Questionnaire
2020). Previous studies have demonstrated the validity and The SERVPERF scale was adopted and includes
reliability of the SERVPERF scale for assessing the quality the following dimensions: Tangibility, reliability,
of nursing services (Akdere et al., 2020). Shafei et al. (2019) responsiveness, assurance, and empathy. The SERVPERF
reported that the scale was useful for identifying areas for model, which was used to assess perceptions, examines
improvement in nursing care, while Labrague et al. (2022) service quality across five key dimensions:
reported a positive relationship between SERVPERF • Tangibility refers to the physical environment of
dimensions and nurses’ performance. In countries facing the service, including equipment, facilities, and the
conflict and fragile health-care systems, measuring the appearance of personnel. This dimension considers
quality of health services becomes even more important whether the hospital environment appears modern
for identifying areas for improvement and ensuring the and is pleasant and reassuring for patients.
delivery of safe and effective care (Dureab et al., 2020; • Reliability focuses on the ability to perform the
Qirbi & Ismail, 2017). promised service dependably and accurately. It
The health-care system in Yemen has been severely assesses whether hospital staff provides reliable care
affected by ongoing conflict, which has led to a decline and maintains accurate patient records.
in health-care delivery and access to services (Dureab • Responsiveness concerns the willingness or readiness
et al., 2020; Qirbi & Ismail, 2017). In addition to the many of employees to provide services. It evaluates whether
challenges that health-care providers face in providing staff are helpful and responsive when patients have
quality care (Dureab et al., 2020), understanding and issues or requests.
improving health service quality are crucial to ensuring • Assurance evaluates whether patients feel safe in their

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