Evaluation of the quality of neurosurgical services using the SERVQUAL method

Djula  Djilvesi; Nebojša Lasica; Jagoš Golubović; Bojan Jelača; Nenad Simeunović; Slavko Rakić

doi:10.2298/VSP250804007D

Djula Djilvesi University of Novi Sad, *Faculty of Medicine, Novi Sad, Serbia; †University Clinical Center of Vojvodina, Clinic for Neurosurgery, Novi Sad, Serbia
Nebojša Lasica University of Novi Sad, *Faculty of Medicine, Novi Sad, Serbia; †University Clinical Center of Vojvodina, Clinic for Neurosurgery, Novi Sad, Serbia
Jagoš Golubović University of Novi Sad, *Faculty of Medicine, Novi Sad, Serbia; †University Clinical Center of Vojvodina, Clinic for Neurosurgery, Novi Sad, Serbia
Bojan Jelača University of Novi Sad, *Faculty of Medicine, Novi Sad, Serbia; †University Clinical Center of Vojvodina, Clinic for Neurosurgery, Novi Sad, Serbia
Nenad Simeunović University of Novi Sad, *Faculty of Medicine, ‡Faculty of Technical Sciences, Novi Sad, Serbia
Slavko Rakić University of Novi Sad, *Faculty of Medicine, ‡Faculty of Technical Sciences, Novi Sad, Serbia Tallin University of Technology, IT College, Tallinn, Estonia

DOI: https://doi.org/10.2298/VSP250804007D

Keywords: neurosurgery;, patient satisfaction;, quality assurance, health care;, spinal diseases; surveys and questionnaires.

Abstract

Background/Aim. In an era of rapid technological innovation and growing patient expectations, healthcare systems worldwide face the need for continuous improvement in service quality. The Service Quality model (SERVQUAL) is a validated instrument for measuring service quality, based on comparing patients’ expectations with their perceptions of the service provided. The difference (gap) between these two measures is assessed using a five-point Likert scale across five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The aim of this study was to measure and compare expectations and perceptions of patients undergoing neurosurgical services, and to examine whether the size of the gap differs between SERVQUAL dimensions. Methods. The study included a total of 60 patients who underwent surgery for degenerative lumbar and cervical spine diseases at the Clinic for Neurosurgery, University Clinical Center of Vojvodina, Novi Sad, Serbia, between June and September 2024. A modified SERVQUAL questionnaire was used for data collection. Data were collected on admission and before the patients’ discharge. Data were analyzed using descriptive statistics, paired t-tests to compare expectations and perceptions, and analysis of variance to examine differences across sociodemographic groups. Results. Patients had positive perceptions of the provided services. The results indicated the existence of a gap between patients’ expectations and their perceptions of the services received. Mean expectations were high across dimensions (overall 4.85; range 4.79–4.88), as were perceptions (overall 4.90; range 4.85–4.94). All gaps were positive (perceptions > expectations). Dimension-specific gaps were as follows: tangibility 0.06 (p = 0.196), reliability 0.05 (p = 0.132), responsiveness 0.04 (p = 0.249), assurance 0.06 (p = 0.107), empathy 0.06 (p = 0.039). Only the empathy dimension reached statistical significance. No significant differences emerged across sociodemographic subgroups. Conclusion. The SERVQUAL method provided clear insights into patients’ perceptions of the quality of neurosurgical services. The findings from this study can contribute to improving service quality and increasing patient satisfaction, positively influencing clinical outcomes and the healthcare system as a whole.

Author Biography

Djula Djilvesi, University of Novi Sad, *Faculty of Medicine, Novi Sad, Serbia; †University Clinical Center of Vojvodina, Clinic for Neurosurgery, Novi Sad, Serbia

Zaposlen na Klinici za neurohirurgiju Kliničkog centra Vojvodine od 2002. godine. Zaposlen na Medicinskom fakultetu od 2011. godine na katedri za hirurgiju kao asistent. Specijalistita neurohirurgije od 2010. godine. Phd odbranio 2013. godine.

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