Development of a universal short patient satisfaction questionnaire on the basis of SERVQUAL: Psychometric analyses with data of diabetes and stroke patients from six different European countries

Autoři: Uwe Konerding aff001;  Tom Bowen aff003;  Sylvia G. Elkhuizen aff004;  Raquel Faubel aff005;  Paul Forte aff003;  Eleftheria Karampli aff007;  Tomi Malmström aff008;  Elpida Pavi aff007;  Paulus Torkki aff008
Působiště autorů: Department of Psychology and Psychotherapy, Witten/Herdecke University, Witten, Germany aff001;  Trimberg Research Academy, University of Bamberg, Bamberg, Germany aff002;  The Balance of Care Group, London, England, United Kingdom aff003;  Institute of Health Policy & Management, Erasmus University Rotterdam, Rotterdam, The Netherlands aff004;  Department of Physiotherapy, University of Valencia, Valencia, Spain aff005;  Joint Research Unit in Biomedical Engineering (IIS La Fe- Universitat Politècnica de València), Valencia, Spain aff006;  Department of Public Health Policy, School of Public Health, University of West Attica, Athens, Greece aff007;  Department of Industrial Engineering and Management, Aalto University, Espoo, Finland aff008;  Department of Public Health, Helsinki University, Helsinki, Finland aff009
Vyšlo v časopise: PLoS ONE 14(10)
Kategorie: Research Article
doi: 10.1371/journal.pone.0197924



A short questionnaire which can be applied for assessing patient satisfaction in different contexts and different countries is to be developed.


Six items addressing tangibles, reliability, responsiveness, assurance, empathy, and communication were analysed. The first five items stem from SERVQUAL (SERVice QUALity), the last stems from the discussion about SERVQUAL. The analyses were performed with data from 12 surveys conducted in six different countries (England, Finland, Germany, Greece, the Netherlands, Spain) covering two different conditions (type 2 diabetes, stroke). Sample sizes for included participants are 247 in England, 160 in Finland, 231 in Germany, 152 in Greece, 316 in the Netherlands and 96 in Spain for the diabetes surveys; and 101 in England, 139 in Finland, 107 in Germany, 58 in Greece, 185 in the Netherlands, and 92 in Spain for the stroke surveys. The items were tested by (1) bivariate correlations between the items and an item addressing ‘general satisfaction’, (2) multivariate regression analyses with ‘general satisfaction’ as criterion and the items as predictors, and (3) bivariate correlations between sum scores and ‘general satisfaction’.


The correlations with ‘general satisfaction’ are 0.48 for tangibles, 0.56 for reliability, 0.58 for responsiveness, 0.47 for assurance, 0.53 for empathy, and 0.56 for communication. In the multivariate regression analysis, the regression coefficient for assurance is significantly negative while all other regression coefficients are significantly positive. In a multivariate regression analysis without the item ‘assurance’ all regression coefficients are positive. The correlation between the sum score and ‘general satisfaction’ is 0.608 for all six items and 0.618 for the finally remaining five items. The country specific results are similar.


The five items which remain after removing ‘assurance’, i.e. the SERVQUAL-MOD-5, constitute a short patient satisfaction index which can usefully be applied for different medical conditions and in different countries.

Klíčová slova:

Diabetes mellitus – Health care providers – Language – Psychometrics – Questionnaires – Regression analysis – Surveys – Asses


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