Use of SERVQUAL to assess clinicians' satisfaction with the blood transfusion service

E. Raspollini, M. Pappalettera, D. Riccardi, A. Parravicini, S. Sestili, P. Rebulla, G. Sirchia

Research output: Contribution to journalArticle

Abstract

Background and objectives: Limited information is available on the level of satisfaction of clinicians with services delivered by blood banks. The purpose of this study was to evaluate the satisfaction of clinicians with our blood transfusion service. Materials and methods: We prepared a questionnaire based on SERVQUAL, a method used to measure customers' appreciation of quality of service, by assessing the gap between perceived and expected quality. The questionnaire consisted of 14 items grouped according to five dimensions of quality of service: assurance, empathy, responsiveness, reliability, tangibles. Clinicians were asked to give two scores on a scale from 1 to 7 for each item, score (e) representing what they expected from an 'excellent' service, score (r) how they graded the service received. We considered wide differences in scores of service expectation and receipt for a question to be indicative of either service above expected levels (r > e) or service below expectation (r <e); similar scores for both expected and received service (within 1 point on the grading scale) were taken to indicate that the service received was that which was expected. Results: A total of 184 questionnaires (49%) were returned. For the 14 items considered, the proportion of clinicians expressing levels of satisfaction similar to or above expectation ranged from 67 to 96%. Three critical areas, which clinicians considered important (expectation scores 6-7) were associated with satisfaction below expectation in more than 20% of responders. They were: clarity of procedures, clarity of blood request forms, and convenience of blood request and issuing times, which were rated as important by 77, 80 and 72% of clinicians, respectively. Conclusion: SERVQUAL was useful to gather information on the level of clinicians' satisfaction with our transfusion service.

Original languageEnglish
Pages (from-to)162-166
Number of pages5
JournalVox Sanguinis
Volume73
Issue number3
Publication statusPublished - 1997

Fingerprint

Blood Transfusion
Blood Banks
Surveys and Questionnaires

ASJC Scopus subject areas

  • Hematology

Cite this

Raspollini, E., Pappalettera, M., Riccardi, D., Parravicini, A., Sestili, S., Rebulla, P., & Sirchia, G. (1997). Use of SERVQUAL to assess clinicians' satisfaction with the blood transfusion service. Vox Sanguinis, 73(3), 162-166.

Use of SERVQUAL to assess clinicians' satisfaction with the blood transfusion service. / Raspollini, E.; Pappalettera, M.; Riccardi, D.; Parravicini, A.; Sestili, S.; Rebulla, P.; Sirchia, G.

In: Vox Sanguinis, Vol. 73, No. 3, 1997, p. 162-166.

Research output: Contribution to journalArticle

Raspollini, E, Pappalettera, M, Riccardi, D, Parravicini, A, Sestili, S, Rebulla, P & Sirchia, G 1997, 'Use of SERVQUAL to assess clinicians' satisfaction with the blood transfusion service', Vox Sanguinis, vol. 73, no. 3, pp. 162-166.
Raspollini E, Pappalettera M, Riccardi D, Parravicini A, Sestili S, Rebulla P et al. Use of SERVQUAL to assess clinicians' satisfaction with the blood transfusion service. Vox Sanguinis. 1997;73(3):162-166.
Raspollini, E. ; Pappalettera, M. ; Riccardi, D. ; Parravicini, A. ; Sestili, S. ; Rebulla, P. ; Sirchia, G. / Use of SERVQUAL to assess clinicians' satisfaction with the blood transfusion service. In: Vox Sanguinis. 1997 ; Vol. 73, No. 3. pp. 162-166.
@article{4a54c6c60fb24d7bbfc9a7328f3cb734,
title = "Use of SERVQUAL to assess clinicians' satisfaction with the blood transfusion service",
abstract = "Background and objectives: Limited information is available on the level of satisfaction of clinicians with services delivered by blood banks. The purpose of this study was to evaluate the satisfaction of clinicians with our blood transfusion service. Materials and methods: We prepared a questionnaire based on SERVQUAL, a method used to measure customers' appreciation of quality of service, by assessing the gap between perceived and expected quality. The questionnaire consisted of 14 items grouped according to five dimensions of quality of service: assurance, empathy, responsiveness, reliability, tangibles. Clinicians were asked to give two scores on a scale from 1 to 7 for each item, score (e) representing what they expected from an 'excellent' service, score (r) how they graded the service received. We considered wide differences in scores of service expectation and receipt for a question to be indicative of either service above expected levels (r > e) or service below expectation (r",
author = "E. Raspollini and M. Pappalettera and D. Riccardi and A. Parravicini and S. Sestili and P. Rebulla and G. Sirchia",
year = "1997",
language = "English",
volume = "73",
pages = "162--166",
journal = "Vox Sanguinis",
issn = "0042-9007",
publisher = "Wiley-Blackwell",
number = "3",

}

TY - JOUR

T1 - Use of SERVQUAL to assess clinicians' satisfaction with the blood transfusion service

AU - Raspollini, E.

AU - Pappalettera, M.

AU - Riccardi, D.

AU - Parravicini, A.

AU - Sestili, S.

AU - Rebulla, P.

AU - Sirchia, G.

PY - 1997

Y1 - 1997

N2 - Background and objectives: Limited information is available on the level of satisfaction of clinicians with services delivered by blood banks. The purpose of this study was to evaluate the satisfaction of clinicians with our blood transfusion service. Materials and methods: We prepared a questionnaire based on SERVQUAL, a method used to measure customers' appreciation of quality of service, by assessing the gap between perceived and expected quality. The questionnaire consisted of 14 items grouped according to five dimensions of quality of service: assurance, empathy, responsiveness, reliability, tangibles. Clinicians were asked to give two scores on a scale from 1 to 7 for each item, score (e) representing what they expected from an 'excellent' service, score (r) how they graded the service received. We considered wide differences in scores of service expectation and receipt for a question to be indicative of either service above expected levels (r > e) or service below expectation (r

AB - Background and objectives: Limited information is available on the level of satisfaction of clinicians with services delivered by blood banks. The purpose of this study was to evaluate the satisfaction of clinicians with our blood transfusion service. Materials and methods: We prepared a questionnaire based on SERVQUAL, a method used to measure customers' appreciation of quality of service, by assessing the gap between perceived and expected quality. The questionnaire consisted of 14 items grouped according to five dimensions of quality of service: assurance, empathy, responsiveness, reliability, tangibles. Clinicians were asked to give two scores on a scale from 1 to 7 for each item, score (e) representing what they expected from an 'excellent' service, score (r) how they graded the service received. We considered wide differences in scores of service expectation and receipt for a question to be indicative of either service above expected levels (r > e) or service below expectation (r

UR - http://www.scopus.com/inward/record.url?scp=0030681331&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=0030681331&partnerID=8YFLogxK

M3 - Article

C2 - 9358618

AN - SCOPUS:0030681331

VL - 73

SP - 162

EP - 166

JO - Vox Sanguinis

JF - Vox Sanguinis

SN - 0042-9007

IS - 3

ER -