Perceptual gaps in understanding patient expectations for health care service quality

Health Care Manage Rev. Spring 2000;25(2):7-23. doi: 10.1097/00004010-200004000-00002.


This article assesses how well physicians, health administrators, patient-contact employees, and especially medical and nursing students understand patient expectations for service quality as measured by the SERVQUAL scale. Using a cross-sectional research design and discriminant analysis, it was found that health administrators were most likely to accurately estimate the service expectations of patients, while medical and nursing students were most likely to underestimate them.

MeSH terms

  • Analysis of Variance
  • Attitude of Health Personnel*
  • Cross-Sectional Studies
  • Discriminant Analysis
  • Health Personnel / psychology*
  • Health Services Research
  • Humans
  • Patient Satisfaction*
  • Quality of Health Care*