Evaluating administrative service quality in public hospitals: a SERVPERF-based study in Portugal

PURPOSE: Administrative services constitute the first point of contact for hospital users and play a critical role in shaping perceptions of service quality. However, quality assessments in health-care have largely prioritised clinical indicators, leaving administrative functions underexamined. This study addresses this gap by analysing user perceptions of administrative service quality in a Portuguese public hospital, aiming to identify strengths, weaknesses and opportunities for improvement. DESIGN/METHODOLOGY/APPROACH: A quantitative observational study was conducted across four administrative service locations within a Portuguese public hospital. A structured SERVPERF-based questionnaire was administered, alongside sociodemographic variables, a global service quality question and an optional open-ended item. Data collection was conducted over a four-week period and analysed using descriptive statistics and qualitative content analysis of open-ended responses. FINDINGS: Four-hundred and forty-nine responses were collected. Service quality was rated favourably, with Reliability and Assurance scoring highest, indicating consistency of service delivery. Tangibility and responsiveness scored lowest, revealing concerns regarding the physical environment, waiting areas and promptness of service. Younger, unemployed and more highly educated respondents reported lower satisfaction. Qualitative feedback identified gaps in information provision, communication efficiency, operating hours and staffing. PRACTICAL IMPLICATIONS: The findings point to concrete improvement priorities in administrative services. Administrative quality indicators and standardised assessment tools can enhance systematic monitoring and improvement. ORIGINALITY/VALUE: This study broadens understanding of patient experience by highlighting non-clinical service interfaces and the need to integrate administrative services into quality improvement strategies in public hospitals.