Measuring Patients’ Perception on the Quality of Care in the Democratic Republic of Congo Using a Modified, Service Quality Scale (SERVQUAL)

Jean Nyandwe, M. Mapatano, P. Lussamba, Ngianga-Bakwin Kandala, Patrick Kayembe

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Abstract

Introduction: Patient's perspective on the quality of care is becoming increasingly important in questioning the quality of care and discussing reforms needed to improve it. Indeed, assessing healthcare quality and understanding how patients perceive quality of care are crucial in such a rapidly changing and increasingly competitive market. Therefore, meeting patient needs and creating healthcare standards are imperative. The aim of this study was to use SERVQUAL translated cross-culturally, and adapted and modified for the Democratic Republic of Congo (DRC) in order to demonstrate whether the patients’ perception of the quality of care is dependent on the socio-economic category of the patient. We also want to know the reliability of this instrument. Methodology: Six hundred and ten patients participated in the study. Statistical analysis used SPSS 22.0 (IBM Corp-U.S.A.), with p
Original languageEnglish
Article number1000108
JournalArchives of Science
Volume1
Issue number2
Publication statusPublished - 6 Jun 2017

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