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Understanding International Students' Perspective of Health Service Quality: A Cross-Sectional Study in a Hungarian University.
Indrayathi, Putu Ayu; Ulandari, Luh Putu Sinthya; Pradnyani, Putu Erma; Dhamanti, Inge; Kirshbaum, Marilynne N; Szepesi, Csongor Istvan; Horvath, Nora; Kolozsvari, Laszlo Robert.
Afiliación
  • Indrayathi PA; Doctoral School of Health Sciences, University of Debrecen, Debrecen, Hungary.
  • Ulandari LPS; Department of Public Health and Preventive Medicine, Udayana University, Denpasar, Bali, Indonesia.
  • Pradnyani PE; Department of Family and Occupational Medicine, University of Debrecen, Debrecen, Hungary.
  • Dhamanti I; Department of Public Health and Preventive Medicine, Udayana University, Denpasar, Bali, Indonesia.
  • Kirshbaum MN; Health Polytechnic Kartini Bali, Denpasar, Bali, Indonesia.
  • Szepesi CI; Center of Excellence for Patient Safety Research and Quality, Universitas Airlangga, Surabaya, Indonesia.
  • Horvath N; School of Psychology and Public Health, La Trobe University, Melbourne, Victoria, Australia.
  • Kolozsvari LR; Charles Darwin University, Darwin, Northern Territory, Australia.
Risk Manag Healthc Policy ; 17: 1757-1769, 2024.
Article en En | MEDLINE | ID: mdl-38974389
ABSTRACT

Purpose:

Understanding patient's preferences is important to delivering good quality services. Patients' feedback provides healthcare providers with valuable information about the services provided. The increasing number of international students enrolling in Hungarian Universities raises the need to ensure the quality of services meets international students' requirements, which includes healthcare. This study aimed to assess service quality in the University Health Center (UHC) from the international student's point of view to be used to improve the quality of services.

Methods:

This cross-sectional study was conducted at the university health center. We used a mixed methods approach to collect both quantitative and qualitative data. We used the importance-performance analysis (IPA) for quantitative analysis to understand expectations and perceptions in service research. The qualitative analysis was conducted from responses to reflection questions. The qualitative data were then analyzed using thematic analysis.

Results:

437 international students participated in the study, but only 402 (91.99%) were analysed. The gaps between the importance and performance of service quality were negative in all dimensions (P-value < 0.001). This suggests that there is an unmet need for student expectations and university health center performance. From the Importance factor, the highest and lowest were related to safety (4.54 ± 0.56) and efficiency (4.31 ± 0.66) dimensions. The Performance factor's highest and lowest mean scores were also related to safety (4.22 ± 0.72) and efficiency (3.91 ± 0.87), respectively. From qualitative analysis, there are two major themes several secondary themes from the thematic analysis of free-text responses were identified.

Conclusion:

The importance and performance analysis could provide useful information to university policymakers about university health center service quality. There is a need for improvement and obviating the importance-performance gaps, especially in the efficiency dimension. Decision-makers can use the IPA analysis results to allocate limited resources more effectively, giving special attention to possible organizational weaknesses for further direction.
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Texto completo: 1 Colección: 01-internacional Base de datos: MEDLINE Idioma: En Revista: Risk Manag Healthc Policy Año: 2024 Tipo del documento: Article País de afiliación: Hungria Pais de publicación: Reino Unido
Texto completo
Añadir a Mi BVS
Imprimir
XML
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Buscar en Google

Texto completo: 1 Colección: 01-internacional Base de datos: MEDLINE Idioma: En Revista: Risk Manag Healthc Policy Año: 2024 Tipo del documento: Article País de afiliación: Hungria Pais de publicación: Reino Unido