<![CDATA[Patient satisfaction reflects the comparison between expectations and experiences of healthcare services. This study aimed to describe patients’ perceptions of radiology service quality and satisfaction using the SERVQUAL framework. A descriptive quantitative study involved 80 patients who had undergone radiological examinations. Data were collected using a structured questionnaire covering five SERVQUAL dimensions and a four-point Likert scale. Univariate analysis described respondent characteristics and dimension scores, while the Mann–Whitney U test examined differences in overall service quality scores by gender, age, and payment type, with statistical significance set at p < 0.05. Most respondents were female (61.3%), aged ≥20 years (86.3%), and covered by National Health Insurance (73.8%). Very high satisfaction was reported across all dimensions, ranging from 87.5% for responsiveness to 93.8% for tangibles and assurance. Mean scores ranged from 3.84 to 3.89. Reliability and assurance received the highest scores (3.89 ± 0.26 each), followed by empathy (3.88 ± 0.26), tangibles (3.85 ± 0.26), and responsiveness (3.84 ± 0.31). The overall service quality score was 3.87 ± 0.25. No significant differences were found by gender (p = 0.77), age (p = 0.33), or payment type (p = 0.17). Patients reported highly favorable perceptions of radiology services. Reliability and assurance were rated highest, whereas responsiveness received the lowest score. Overall service quality did not differ significantly across respondent characteristics.]]>
Copyrights © 2026
