Service Quality and Client Satisfaction in Beijing Public Hospitals: An Application of the Donabedian Model

This study examined the service quality and client satisfaction of public hospitals in Beijing using the Donabedian Structure–Process–Outcome (SPO) Model as the guiding framework and the SERVQUAL dimensions as operational indicators. A quantitative descriptive–correlational design was employed, with patients from selected public hospitals serving as respondents. Results revealed that structural aspects of service quality were rated high, reflecting the success of hospital modernization and technological investments. However, process dimensions such as responsiveness and empathy scored only moderate, indicating challenges in interpersonal communication, waiting time management, and patient-centered care. Outcome measures showed moderate to high satisfaction, especially in communication and trust, but highlighted weaknesses in coordination and shared decision-making. Overall, findings confirm that while Beijing’s public hospitals have achieved strong structural modernization, process optimization remains incomplete. The study concludes that aligning structure, process, and outcome dimensions is essential to achieve sustainable service excellence and improve patient-centered outcomes.