SERVQUAL and KUBOKACHUS Methods as Additional Tools for Monitoring of the Quality of Medical Care
https://doi.org/10.47619/2713-2617.zm.2025.v.6i4-1;78-85
Abstract
The article presents the experience of using the methods of SERVQUAL and KUBOKACHUS as additional tools for monitoring the quality of medical care provision in the Kirov region.
The purpose of this study is to determine the possibility of using SERVQUAL and KUBOKACHUS marketing methods to control the quality of medical care provision in the Russian Federation.
Materials and methods. The study was conducted in 9 medical organizations that provide outpatient oncological care. A total of 3,624 people (2,844 patients and 780 employees) participated in the study; 33% (1,198 people) were male and 67% were female (2,426 people). The age range was 27 to 64 years. The respondents were selected randomly. A part of the participants underwent random repeated interviews and surveying in order to establish the trends in the perception of the quality of medical care provision over a certain period given the continuous internal changes and transformations. The study period was December 2024-July 2025.
Results. The obtained results allowed to create a ranking of medical organizations providing oncology care. The ranking was based on the patients’ and employees’ perception of provided care quality and calculation of generalizing quality factors. It also helped to identify flaws in the process of providing medical care in various institutions.
Supporting agencies: the author received no financial support for the research
About the Author
P. V. Rabotinskaya
Oncology and Medical Radiology Centre, Ministry of Health of the Kirov region
Russian Federation
Russian Federation
Polina V. Rabotinskaya – intensivist at the Center.
610045, Kirov, 23, Stroiteley Ave
References
1. Murashko M.A., Samoilova A.V., Shvabsky O.R. et al. Ensuring the quality and safety of healthcare in the Russian Federation as a national idea. Public health. 2022;2(3):5-14. https://doi.org/10.21045/2782-16762021-2-3-5-15 (In Russ.)
2. Anderson J.G., Abrahamson K. Your Health Care May Kill You: Medical Errors. National Library of Medicine. 2017. Available from: https://pubmed.ncbi.nlm.nih.gov/28186008/
3. Stewart K., Choudry M.I., Buckingham R. Learning from hospital mortality. Clinical Medicine. 2016;16(4):344-347. https://doi.org/10.7861/clinmedicine.16-6-530.
4. Agamov Z.Kh., Burtsev A.K., Moskvicheva L.I. The normative legal regulation of expertise of medical care quality in the Russian Federation. Problems of Social Hygiene, Public Health and History of Medicine. 2021;29(1):139-143. https://doi.org/10.32687/0869-866X-2021-29-1-139-143 (In Russ.)
5. Litovka A.B., Sizov D.A. Legal aspects of the quality of medical care. Matters of Russian and International Law. 2019;9(2A):192-198. (In Russ.)
6. Putilo N.V., Malichenko V.S. The role of clinical recommendations in organization of medical care support. Problems of Social Hygiene, Public Health and History of Medicine. 2021;29(2):331-338. https://doi.org/10.32687/0869-866X-2021-29-2-331-338 (In Russ.)
7. Ledovskikh Yu.A., Tishkina S.N., Pirova G.I., Semakova E.V., Omelyanovskiy V.V. Principles of medical care standards development based on clinical guidelines. FARMAKOEKONOMIKA. Modern Pharmacoeconomics and Pharmacoepidemiology. 2023;16(1):5-16. (In Russ.) https://doi.org/10.17749/2070-4909/farmakoekonomika.2022.160
8. Bagnenko S.F., Razumny N.V. The role of clinical recommendations (protocols), procedures for providing medical care and standards of medical care in ensuring the quality of medical care for patients with gastroenterological diseases. EiKG. 2013;6:47-51. (In Russ.)
9. Rabotinskaya P.V. Experience with the SERVQUAL method in internal quality control of medical activities in a medical organization. City Healthcare. 2025;6(2):55-63. https://doi.org/10.47619/2713-2617.zm.2025.v.6i2;55-63 (In Russ.)
10. Jonkisz A., Karniej P., Krasowska D. SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services: A Literature Review. International Journal of Environmental Research and Public Health. 2021;18(20):10758. https://doi.org/10.3390/ijerph182010758
11. Lu S.J., Kao H.O., Chang B.L. 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 Services Research. 2020;20:661. https://doi.org/10.1186/s12913-020-05764-8
12. Danilov A.V., Son I.M., Menshikova L.I. The experience of SERVQUAL technique application in measuring satisfaction of patients with medical services quality. Problems of Social Hygiene, Public Health and History of Medicine. 2021;29(3):519-524. https://doi.org/10.32687/0869-866X-2021-29-3-519-524 (In Russ.)
13. Volkova N. Kubokachus: a method for assessing the quality of services. Practical Marketing. 2006;4. Available from: https://www.cfin.ru/press/practical/2006-04/04.shtml (In Russ.)
Supplementary files
Review
For citations:
Rabotinskaya P.V. SERVQUAL and KUBOKACHUS Methods as Additional Tools for Monitoring of the Quality of Medical Care. City Healthcare. 2025;6(4-1):78-85. (In Russ.) https://doi.org/10.47619/2713-2617.zm.2025.v.6i4-1;78-85
Views:
43
Email this article 