# Analysis of case management service quality for PCI patients based on the SERVQUAL model: a single-center prospective study

## TL;DR

This study evaluates PCI patients' satisfaction with case management services using the SERVQUAL model, revealing a gap between expectations and perceptions.

## Contribution

The study introduces a patient-centered analysis of case management service quality for PCI patients using SERVQUAL and IPA.

## Key findings

- The average gap between patient expectations and perceptions of service quality was −0.267, indicating moderate service quality.
- All dimensions of service quality showed negative gaps, meaning perceived quality fell short of expectations.
- The findings highlight the need for continuous improvement in case management services for PCI patients.

## Abstract

This study aims to analyze the current status and shortcomings of case management services from the patient’s perspective, investigating percutaneous coronary intervention (PCI) patients’ perceptions and expectations of the quality of case management services. The objective is to provide decision-making references for efficiently improving the quality of case management services.

Using the Service quality (SERVQUAL) scale as a survey tool, a questionnaire was administered to assess PCI patients’ expectations and actual perceptions of case management service quality, identifying gaps and categorizing findings. Additionally, Importance-Performance Analysis (IPA) was utilized to evaluate PCI patients’ quality assessment of case management services.

A total of 230 PCI patients from August 2024 to July 2025 were surveyed, with 221 valid questionnaires collected. The average expectation score was 3.878, while the average perception score was 3.616, resulting in an average gap of −0.267, indicating an overall moderate service quality. Each dimension’s expectation-perception score gap was negative, revealing that patients’ perceived quality generally fell short of their expectations.

The overall quality evaluation of case management services by PCI patients does not meet their satisfaction level, highlighting the need for continuous quality improvement.