Problems of Social Hygiene, Public Health and History of MedicineProblems of Social Hygiene, Public Health and History of Medicine0869-866X2412-2106Joint-Stock Company Chicot64910.32687/0869-866X-2021-29-4-904-908Научная статьяThe measurement of degree of satisfaction of patients at evaluation of quality of applied services in hospital on the basis of SERVQUAL techniqueDanilovA. V.dani1963@yandex.ruThe Federal State Budget Educational Institution of Higher Education “The N. N. Burdenko Voronezh State Medical University” of Minzdrav of Russia2709202129490490828092021Copyright © 2021,2021This article discusses clauses of national standards compatible with international standards of ISO 9000-9001 family,in section of measurement of degree of satisfaction of patients with medical services quality. The main methods applied are sociological survey SERVQUAL focused on measurement of degree of satisfaction of patients, GAP-analysis (identification of discrepancies and gaps) and technique of management decision-making concerning improvement of medical services quality. The SERVQUAL survey with its five qualitative criteria was applied. The primary data was obtained from sampling of 500 well structured questionnaires. In total, 365 respondents participated in the study. The produced correlation matrix confirmed strong relations between criteria estimating expected and interpreted quality of medical services and full average interpreted quality. The analysis of reliability confirmed that questions of questionnaire are reliable and the results of statistical calculations can be used in further analysis. The analysis of descriptive statistics, correlation matrix, patient profile, reliability and qualitative GAP analysis were carried out. The requirements of assuring reliability and adequacy of questionnaire, representativeness of sample size to carry out high quality measurements were kept. The results on every criterion were obtained. The qualitative results of discrepancy of and perceptions of patients are received. The negative values of indices of discrepancy of the interpreted and expected outcomes of medical services are received. The level of satisfaction of patients remains insufficient. The study proposes to improve quality of medical services in hospital, especially by criterion “Materiality” to justify expectations of patients. The results of the study are of practical importance for executives of regional health care administrations, head physicians of medical organizations engaged in improvement of medical care quality and increasing of efficiency of medical services.SERVQUALmedical organizationexpected quality of servicesinterpreted quality of servicespatientsatisfactionmethodologySERVQUALмедицинская организацияожидаемое качество услугвоспринятое качество услугпациентыудовлетворенностьметодика1.Lonial S., Raju P. S. Impact of service attributes on customer satisfaction and loyalty in a healthcare context. Leadersh Health Serv. (Bradf Engl). 2015;28(2):149-66. doi: 10.1108/LHS-12-2013-00452.Zun A. B., Ibrahim M. I., Hamid A. A. Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model Among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia. Oman Med. J. 2018;33(5):416-22.3.Li M., Lowrie D., Huang C., Lu X., Zhu Y., Wu X., Zhao P. Evaluating patients’ perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale. Asian Pacific J. Tropic. Biomed. 2015;5:497-504.4.Меньшикова Л. И. Совершенствование рейтинговой оценки как инструмент управления качеством медицинской помощи: Монография. Архангельск: Изд-во Северного государственного медицинского университета; 2016. 227 с.5.Григорьева Н. С. Мониторинг качества работы медицинских организаций: методологический комментарий. Государственное управление. Электронный вестник. 2015;51:34-55.6.Галиева Н. И., Гришина Е. Е., Рагозина Л. Г., Рогозин Д. М., Тополева-Солдунова Е. А., Цацура Е. А. Формы участия гражданского общества в независимой оценке эффективности социальной сферы. М.: РАНХиГС при Президенте Российской Федерации; 2015. 79 с.7.Садовой М. А., Кобякова О. С., Деев И. А., Куликов Е. С., Табакаев Н. А., Тюфилин Д. С., Воробьева О. О. Удовлетворенность качеством медицинской помощи: «всем не угодишь» или «пациент всегда прав»? Бюллетень сибирской медицины. 2017;16(1):152-61.8.Данилов А. В., Исаенкова Е. А. Методические подходы к измерению удовлетворенности качеством медицинских услуг пациентами для целей формирования управленческих решений на региональном уровне. Моделирование, оптимизация и информационные технологии. 2017;3(18):1-17. Режим доступа: http://moit.vivt.ru/wp-content/uploads/2017/08/DanilovIsaenkova_3_1_17.pdf (дата обращения 27.01.2021).9.Наследов А. Д. IBM SPSS Statistics 20 и AMOS: профессиональный статистический анализ данных. СПб.: Питер; 2013. 416 с.