Assessing patient satisfaction in hospital food service with SERVQUAL: A cross-sectional study

Tania S.G. Barros , Karl J. McCleary , W. Lawrence Beeson , Celine E. Heskey , Gurinder S. Bains

Journal of Hospital Administration ›› 2025, Vol. 14 ›› Issue (2) : 9 -15.

PDF (211KB)
Journal of Hospital Administration ›› 2025, Vol. 14 ›› Issue (2) :9 -15. DOI: 10.63564/jha.v14n2p9
Original Articles
research-article

Assessing patient satisfaction in hospital food service with SERVQUAL: A cross-sectional study

Author information +
History +
PDF (211KB)

Abstract

Objective: To identify key hospital food service attributes that influence patient satisfaction and inform actionable improvements in meal delivery and service quality.
Methods: This cross-sectional study assessed patient satisfaction with hospital food service using a modified SERVQUAL-based survey instrument. Inpatients rated both expectations and experiences across multiple service dimensions. Descriptive statistics and regression analysis were conducted to identify food service features linked to satisfaction.
Results: Food quality, perceived value, empathy, and meal diversity showed strong positive influence, while longer hospital stays and slower service were associated with lower ratings. Responsiveness also played a role in shaping overall satisfaction. These findings highlight actionable opportunities for improving patient-centered care.
Conclusions: Enhancing menu design, staff engagement, and delivery efficiency may elevate meal satisfaction and support broader institutional quality goals.

Keywords

Hospital food service / Meal variety / Patient experience / Patient satisfaction / Service quality / SERVQUAL

Cite this article

Download citation ▾
Tania S.G. Barros, Karl J. McCleary, W. Lawrence Beeson, Celine E. Heskey, Gurinder S. Bains. Assessing patient satisfaction in hospital food service with SERVQUAL: A cross-sectional study. Journal of Hospital Administration, 2025, 14(2): 9-15 DOI:10.63564/jha.v14n2p9

登录浏览全文

4963

注册一个新账户 忘记密码

ACKNOWLEDGEMENTS

The authors extend their sincere appreciation to the hospital administrators who facilitated data collection and ensured smooth access to the study population. Special thanks are due to the diet technicians and registered dietitians for their hands-on assistance and patient engagement, which significantly enriched the quality of the data. Above all, we are deeply grateful to the patients who generously shared their time and perspectives, making a meaningful contribution to this research and its broader implications for hospital food service evaluation.

AUTHORS CONTRIBUTIONS

Concept—T.S.G.B., K.J.M.; definition of intellectual content — T.S.G.B., K.J.M.; content — T.S.G.B.; literature search — T.S.G.B., K.J.M.; clinical studies — T.S.G.B., C.E.H., G.S.B.; experimental studies — T.S.G.B.; data acquisition — T.S.G.B.; data analysis — T.S.G.B., W.L.B.; statistical analysis— T.S.G.B., W.L.B.

FUNDING

This research did not receive external funding.

CONFLICTS OF INTEREST DISCLOSURE

The authors declare they have no conflicts of interest.

INFORMED CONSENT

Because the research involved anonymous survey responses, formal written consent was not required. Instead, patients received an informational form outlining the study’s purpose, procedures, and voluntary nature prior to participation.

ETHICS APPROVAL

The Publication Ethics Committee of the Association for Health Sciences and Education. The journal’s policies adhere to the Core Practices established by the Committee on Publication Ethics (COPE).

PROVENANCE AND PEER REVIEW

Not commissioned; externally double-blind peer reviewed.

DATA AVAILABILITY STATEMENT

All data generated for this study were used exclusively to address the stated research question and are not intended for public archiving. However, all analyzed data are transparently reported within the manuscript through summary statistics and response distributions. No additional datasets are available.

DATA SHARING STATEMENT

The raw survey data underlying this study are not publicly available due to the anonymous nature of data collection and institutional confidentiality requirements. De-identified datasets cannot be shared to ensure participant privacy.

OPEN ACCESS

This is an open-access article distributed under the terms and conditions of the Creative Commons Attribution license (http://creativecommons.org/licenses/by/4.0/).

COPYRIGHTS

Copyright for this article is retained by the author(s), with first publication rights granted to the journal.

References

[1]

Meesala A, Paul J. Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. J Retail Consum Serv. 2018; 40: 261-269. https://doi.org/10.1016/j.jretconser.2016.10.011

[2]

Keller HH, Xu Y, Dubin A, et al. Improving the standard of nutrition care in hospital: Mealtime barriers reduced with implementation of the Integrated Nutrition Pathway for Acute Care. Clin Nutr ESPEN. 2018; 28: 74-79. PMid: 30390896. https://doi.org/10.1016/j.clnesp.2018.09.075

[3]

Osman NS, Md Nor N, Md Sharif MS, et al. Hospital food service strategies to improve food intakes among inpatients: A systematic review. Nutrients. 2021; 13(10): 3649. PMid: 34684649. https://doi.org/10.3390/nu13103649

[4]

Batbaatar E, Dorjdagva J, Luvsannyam A, et al. Determinants of patient satisfaction: A systematic review. Perspect Public Health. 2017; 137(2): 89-101. PMid: 27004489. https://doi.org/10.1177/1757913916634136

[5]

Ferreira J, Patel P, Guadagno E, et al. Patient experience or patient satisfaction? A systematic review of child- and family-reported experience measures in pediatric surgery. J Pediatr Surg. 2023; 58(5): 862-870. PMid: 36797113. https://doi.org/10.1016/j.jpedsurg.2023.01.015

[6]

Banda S, Nkungula N, Chiumia IK, et al. Tools for measuring client experiences and satisfaction with healthcare in low-and middleincome countries: A systematic review of measurement properties. BMC Health Serv Res. 2023; 23(133): 1-12. PMid: 36759840. https://doi.org/10.1186/s12913-023-09129-9

[7]

Lai H, Gemming L. Approaches to patient satisfaction measurement of the healthcare food services: A systematic review. Clin Nutr ESPEN. 2021; 42: 61-72. PMid: 33745623. https://doi.org/10.1016/j.clnesp.2020.12.019

[8]

Parasuraman A, Zeithaml VA, Berry LL. A conceptual model of service quality and its implications for future research. J Mark. 1985; 49(4): 41-50. https://doi.org/10.1177/002224298504900403

[9]

McCullough J. My meal intake tool (MMIT) and the mealtime audit tool (MAT)-criterion validity and inter-rater reliability testing of two novel tools for improving food intake in acute care. Master’s thesis. University of Waterloo; 2016. 1-123 p. Available from: https://uwspace.uwaterloo.ca/bitstream/handle/10012/10512/McCullough_James.pdf?sequence=3&isAllowed=y

[10]

Wildenbos GA, Jaspers MW, Schijven MP, et al. Mobile health for older adult patients: Using an aging barriers framework to classify usability problems. Int J Med Inform. 2019; 124: 68-77. PMid: 30784429. https://doi.org/10.1016/j.ijmedinf.2019.01.006

[11]

Sitzia J, Wood N. Patient satisfaction: A review of issues and concepts. Soc Sci Med. 1997; 45(12): 1829-1843. PMid: 9447632. https://doi.org/10.1016/S0277-9536(97)00128-7

[12]

Vaz NFM. Patient Satisfaction. In Rosiek-Kryszewska, A. and Leksowski, K. (Eds.). Healthcare administration for patient safety and engagement. IGI Global, PA: Hershey; 2018. 186-200 p. https://doi.org/10.4018/978-1-5225-3946-9.ch010

[13]

Barros TSG, McCleary KJ, Beeson WL, et al. Measuring hospital food service quality: Adaptation and validation of the SERVQUALHF scale. J Hosp Adm. 2025. [In press]. https://doi.org/10.63564/jha.v15n1p1

[14]

Asubonteng P, McCleary KJ, Swan JE. SERVQUAL revisited: A critical review of service quality. J Serv Mark. 1996; 10(6): 62-81. https://doi.org/10.1108/08876049610148602

[15]

Teas RK. Expectations, performance evaluation, and consumers’ perceptions of quality. J Mark. 1993; 57(4): 18-34. https://doi.org/10.1177/002224299305700402

[16]

Brown TJ, Churchill GA Jr., Peter JP. Improving the measurement of service quality. J Retail. 1993; 69(1): 127-139. https://doi.org/10.1016/S0022-4359(05)80006-5

[17]

Ghimire P, Ghimire P, Acharya M. SERVQUAL Questionnaire based Health Service Quality Assessment in a Private Hospital of Western Nepal. J Nepal Health Res Counc. 2018; 16(2): 197-202. Available from: https://www.njmsmanipal.com.np/njms/index.php/njms/article/view/51

[18]

Lu SJ, Kao HO, Chang BL, et al. Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan. BMC Health Serv Res. 2020; 20(908): 1-11. PMid: 32993641. https://doi.org/10.1186/s12913-020-05764-8

[19]

Lee K, Salciuviene L. Modeling determinants of customer loyalty in services sector across different cultural contexts. Engineering Economics. 2018; 29(5): 580-590. https://doi.org/10.5755/j01.ee.29.5.17386

[20]

Bozkurt Y, Kiliçarslan M. Evaluation of the relationship between service quality and patient satisfaction in hospitals: Case of Acibadem Hospital. Inter J of Comp and Expert Science and Engine. 2021; 7(1): 13-24. https://doi.org/10.22399/ijcesen.870298

[21]

A’aqoulah A, Kuyini AB, Albalas S. Exploring the gap between patients’ expectations and perceptions of healthcare service quality. Patient Prefer Adherence. 2022; 16: 1295-1305. PMid: 35645558. https://doi.org/10.2147/PPA.S360852

[22]

Fallon A, Gurr S, Hannan-Jones M, et al. Use of the Acute Care Hospital Foodservice Patient Satisfaction Questionnaire to monitor trends in patient satisfaction with foodservice at an acute care private hospital. Nutr & Diet. 2008; 65(1): 41-46. https://doi.org/10.1111/j.1747-0080.2007.00219.x

[23]

Cardello AV. Food quality: relativity, context and consumer expectations. Food Qual Prefer. 1995; 6(3): 163-170. https://doi.org/10.1016/0950-3293(94)00039-X

[24]

Kahl J, Baars T, Bugel S, et al. Organic food quality: A framework for concept, definition and evaluation from the European perspective. J Sci Food Agric. 2012; 92(14): 2760-2765. PMid: 22407871. https://doi.org/10.1002/jsfa.5640

[25]

Volkert D, Beck AM, Cederholm T, et al. Management of malnutrition in older patients-current approaches, evidence and open questions. J Clin Med. 2019; 8(7): 1-16. PMid: 31277488. https://doi.org/10.3390/jcm8070974

[26]

Teka M, Dihar G, Dana T, et al. Satisfaction with regular hospital foodservices and associated factors among adult patients in Wolaita zone, Ethiopia: A facility-based cross-sectional study. PLoS One. 2022; 17(3): 1-12. PMid: 35235592. https://doi.org/10.1371/journal.pone.0264163

PDF (211KB)

188

Accesses

0

Citation

Detail

Sections
Recommended

/