Measuring patient's expectation and the perception of quality in LASIK services
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BioMed Central
Open Access
Research
Measuring patient's expectation and the perception of quality in LASIK services Deng-Juin Lin1, Ing-Cheau Sheu2, Jar-Yuan Pai*3,4,5, Alex Bair6, CheYu Hung7,8, Yuan-Hung Yeh1 and Ming-Jen Chou3,4,5 Address: 1Institute of Medicine, Chung Shan Medical University, Taichung, Taiwan, 2Center for General Knowledge Education, Chung Shan Medical University, Taiwan, 3Department of Health Policy and Management, Chung Shan Medical University, Taichung, Taiwan, 4Center for Education and Research on Geriatrics and Gerontology, Chung Shan Medical University, Taichung, Taiwan, 5Chung Shan Medical University Hospital, Taichung, Taiwan, 6Bair's eye center, Taichung, Taiwan, 7School of Statistics, Capital University of Economics and Business,Taiwan and 8StatSoft Holdings, Inc., Taiwan Branch Email: Deng-Juin Lin - [email protected]; Ing-Cheau Sheu - [email protected]; Jar-Yuan Pai* - [email protected]; Alex Bair - [email protected]; Che-Yu Hung - [email protected]; Yuan-Hung Yeh - [email protected]; MingJen Chou - [email protected] * Corresponding author
Published: 10 July 2009 Health and Quality of Life Outcomes 2009, 7:63
doi:10.1186/1477-7525-7-63
Received: 16 January 2009 Accepted: 10 July 2009
This article is available from: http://www.hqlo.com/content/7/1/63 © 2009 Lin et al; licensee BioMed Central Ltd. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/2.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract Background: LASIK is the use of excimer lasers to treat therapeutic and refractive visual disorders, ranging from superficial scars to nearsightedness (myopia), and from astigmatism to farsightedness (hyperopia). The purposes of this study are to checking the applicability and psychometric properties of the SERVQUAL on Lasik surgery population. Second, use SEM methods to investigate the loyalty, perceptions and expectations relationship on LASIK surgery. Methods: The method with which this study was conducted was questionnaire development. A total of 463 consecutive patients, attending LASIK surgery affiliated with Chung Shan Medical University Eye Center, enrolled in this study. All participants were asked to complete revised SERVQUAL questionnaires. Student t test, correlation test, and ANOVA and factor analyses were used to identify the characters and factors of service quality. Paired t test were used to test the gap between expectation and perception scores and structural equation modeling was used to examine relationships among satisfaction components. Results: The effective response rate was 97.3%. Validity was verified by several methods and internal reliability Cronbach's alpha was > 0.958. The results from patient's scores were very high with an overall score of 6.41(0.66), expectations at 6.68(0.47), and perceptions at 6.51(0.57). The gap between expectations and perception
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