Kvalita poskytované péče očima pacientů za využití metody SERVQUAL

The diploma thesis deals with the quality of care provided from the patient's perspective using the SERVQUAL method. Its goal is to evaluate the difference between expectations and the perceived quality of care provided in a hospital in the Czech Republic as well as to propose measurements for the management of a particular hospital to eliminate the inside differences. This objective was achieved using three research questions. For a deeper look at the research results, the thesis is supplemented with three hypotheses, that were evaluated using the student's test for paired values (Student's T-test). For the application of the method, there was a district hospital chosen, in which a questionnaire survey was conducted in selected departments with 200 interviewed patients. In the conclusion of the thesis, research questions and hypotheses are answered, corrective measures are proposed and the associated discussion about the possibility of using the method in the Czech healthcare sector for the quality assessment of healthcare provided from the perspective of patients.