«Evaluating Service Quality in Health and Rehabilitation Centers in Thessaly»

«Evaluating Service Quality in Health and Rehabilitation Centers in Thessaly»

Journal of Sport & Recreation Management
Volume 12, Issue 1
2015
Pages: 
35-50
issn: 
1791-6933
«Evaluating Service Quality in Health and Rehabilitation Centers in Thessaly»
Kouthouris, C., & Exarchou, V.

Τμήμα Επιστήμης Φυσικής Αγωγής & Αθλητισμού, Πανεπιστήμιο Θεσσαλίας

2015
Abstract: 

The purpose of the present study was to identify and evaluate the factors that determine the level of service quality in the field of health rehabilitation centers in Thessaly. Health rehabilitation centers are part of the market of the primary and secondary level of medical care and they are an employment area for many students and universities and technological institutions. To evaluate the quality of services, was used the Brady and Cronin (2001) model, after adaptation in the content of centers providing medical services. According to the survey results: a) there was no statistically significant difference in service quality perceptions according to demographic issues between subgroups, b) the subgroup 'married' patients scored higher than the subgroup "unmarried» patients (p≤0,01), c) patients with a longer duration treatment were associated with higher scores in satisfaction (p <0,05), d) patients that were operated felt less satisfied from the equipment, the personnel and generally from the administration (p <0,05), e) yet regarding the type of medical center, the results of the investigation had argued that private centers were superior in service quality (p <.001) compared with public treatment centers. Results are discussed with a view to presenting proposals to improve the level of service quality provided by Thessaly medical centers to their patients. Further analysis of the perception of patients by the management of the health centers, may be promote new strategies in order to attract new patients as the competition in health centers especially in Thessaly increasing gradually.

Keywords: 

service quality, customer satisfaction, word of mouth communication

Hellenic Scientific Association For Sport Management & Recreation - HSASMR a scientific non-profit organization and our purpose is the reflection and research on issues of management / marketing of sport.

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