Gap Analysis in Service Quality at the Oncology Center of Tikur Anbessa Specialized Hospital, Addis Ababa, Ethiopia, 2022; a Cross-sectional Study

Abstract Introduction: Healthcare quality is defined by the National Academy of Medicine as the extent to which health services improve health outcomes and align with professional standards. Previous studies in Ethiopia have assessed service quality in cancer and non-cancer settings but focused only on patient perceptions, neglecting the analysis of patient expectations and the gap between expectations and perceptions. This study aims to measure the service quality gap between cancer patients' expectations and perceptions of oncology services at the Tikur Anbessa Specialized Hospital Oncology Center in Ethiopia . Methods and materials: A quantitative cross-sectional study was conducted at the Tikur Anbessa Specialized Hospital Oncology Center from March to April 2022. The study included 256 hospitalized cancer patients receiving treatment options such as Chemotherapy, Radiotherapy, and Surgery. Data was collected using a pre-tested and structured questionnaire based on the SERVQUAL tool. Statistical tests, including paired Wilcoxon test and Kruskal-Wallis test, were used to analyze the data and identify important service quality dimensions . Results: Among 105 eligible patients for radiotherapy, 30% waited for over a year to receive treatment. Many cancer patients with community-based health insurance had to purchase medications and laboratory services from private providers due to unavailability at the hospital. The overall gap in service quality, as measured by mean and standard deviation, was -1.41 (±0.41). The average scores for patient expectations and perceptions were 4.24 (±0.24) and 2.82 (±0.24) respectively. Conclusion: This study revealed that patient perceptions of service quality at the Tikur Anbessa Specialized Hospital Oncology Center were lower than their expectations, indicating a negative service quality gap. It is crucial for the hospital and other stakeholders to prioritize meeting patient expectations and improving overall quality of care.