Maternal perceptions of medical service quality: evidence from a SERVQUAL-IPA model at a hospital in Beijing
The integration of SERVQUAL and IPA provides valuable insights for improving the service experience of pregnant women. Based on the findings, the medical center has taken targeted measures to enhance service quality across all dimensions, with particular emphasis on Assurance and Tangibility. These improvements have contributed positively to the center's application for "MBFH" certification.
Authors
- Ying Yang (ORCID: https://orcid.org/0000-0002-8711-3379)
- Zhong-Bin Zhou (ORCID: https://orcid.org/0000-0001-5600-7744)
- Zihan Gao (ORCID: https://orcid.org/0000-0001-9624-5587)
- Yuanyuan Qiao (ORCID: https://orcid.org/0000-0002-3573-9847)
- Yanxia Liu (ORCID: https://orcid.org/0000-0001-9890-9068)
Institutions
- Chinese PLA General Hospital (CN)
- 307th Hospital of Chinese People’s Liberation Army (CN)
- The 309th Hospital of Chinese People's Liberation Army (CN)
Publication Details
- Journal
- BMC Pregnancy and Childbirth
- Published
- 2025-10-15
- DOI
- https://doi.org/10.1186/s12884-025-08252-1
- Primary Topic
- Patient Satisfaction in Healthcare
- Type
- article
- Field-Weighted Citation Impact
- 0.00
Funders
- General Hospital of People’s Liberation Army
- National Health Commission of the People's Republic of China