Service quality management at Lithuanian healthcare institutions

ENThe principal purpose of the present paper is to examine the impact of service quality (SERVQUAL) dimensions on the satisfaction of service users‘ (patients' parents) with healthcare services and to develop a model of service quality management at healthcare institution. Measuring service quality dimensions is essential for achieving patient satisfaction with healthcare and for identification of weaknesses at healthcare institution. Research by authors at the largest Lithuanian Children's Hospital in Vilnius showed that strongest correlation relationships with satisfaction of patients‘ parents emerges with responsiveness and assurance dimensions, the weakest – empathy. Two dimensions of service quality (tangibles and responsiveness) generally explain the dispersion of satisfaction with healthcare services by 51.5%. Based on literature and research results, developed by authors model of service quality management at healthcare institution shows the essential four steps from planning to improvement, ensuring systematic improvement of service quality. Keywords: healthcare service quality; satisfaction with service quality; SERVQUAL service quality dimensions; model of healthcare service quality management. [From the publication]