Evaluating Medical Service Quality from Patients’ Perceptions: a Case Study of the "Kungfu Health Center"

This study is part of a growing body of research on evaluation of service quality in the health care sector. The literature describes wide range of uncertain factors, consequently, there is still no known general list of medical service quality characteristics. The research is focused on creating a list of medical service quality criteria, which must be evaluated from patients’ perceptions in any health centers and helps them to identify which of criteria are needed to be improved. The results will be based on the information obtained during questionnaire with patients of “Kungfu Health Center” and will demonstrate worked universal list of medical service quality criteria which may allow companies to distinguish quality weaknesses, take measures to improve them and attract regular customers. Following an in-depth analysis of research results, recommendations for the future strategy of service quality improvement of “Kungfu Health Center” is presented. The conclusion can also be drawn that hopefully this new approach will reduce time on evaluation of service quality in a great number of medical centers.