Patient’s expectations and perceptions on quality of care; An evaluation using SERVQUAL gap in Kenya
Patient expectations exceeded perceptions of care quality, emphasizing the need to align service delivery and actively manage patient expectations, particularly in areas of reliability and empathy, such as timeliness and compassion.
Authors
- John Kinuthia (ORCID: https://orcid.org/0000-0001-6571-8927)
- Lydia Okutoyi (ORCID: https://orcid.org/0000-0003-2036-6918)
- Kelvin Nyongesa
- Agnes Karingo Karume (ORCID: https://orcid.org/0000-0002-3425-2391)
Institutions
- Kenyatta National Hospital (KE)
Publication Details
- Journal
- PLoS ONE
- Published
- 2025-03-04
- DOI
- https://doi.org/10.1371/journal.pone.0315910
- Citations
- 3
- Primary Topic
- Customer Service Quality and Loyalty
- Type
- article
- Field-Weighted Citation Impact
- 8.29