A Study of Service Quality Perception for Blood Donors

Yang, Shu-Chen

Friday, 25 July 2014

Shu-Chen Yang, MSN, RN
Institute of Allied Health Sciences College of Medicine; Department of Nursing, National Cheng Kung University; Central Taiwan University of Science and Technology, Taichung, Taiwan
Shu-Wen Chen, PhD, RN
Department of Nursing, Central Taiwan University of Science and Technology, Taichung City, Taiwan
Chin-Ching Yu, PhD, RN
Department of Nursing, Central Taiwan University of Science and Technology, Taichung, Taiwan

Purpose: The purpose of this study was to evaluate blood donors’ satisfaction of service quality in a blood donation center.

Methods: A total of 423 blood donors were randomly selected from the database of a blood center in Taichung, Taiwan, with a final sample of 407 participated in this cross-sectional study. Data was collected by a 31-item Blood Donor Satisfaction Scale (BDSS), measuring five dimensions: tangible, reliability, convenience, responsiveness and benefit, on a 5-point Likert scale ranging from very dissatisfactory (score= 1) to very satisfactory (score= 5). Participants were aged between 17-61 years old (35±12), and 55% of them were male.Descriptive statistics, independent t tests and one-way ANOVA were done to analyse the influence of age groups and gender on satisfaction of service quality.

Results: The mean score of BDSS was 127±14 (ranged155-86). Blood donors scored high in the dimensions of tangible, reliability and responsiveness. The dimensions of convenience and benefit gained lower scores compared to other dimensions. Age and gender of blood donors were not related to the satisfaction of service quality.

Conclusion: Related policies should be enacted in response to catch up on what blood donors have expected.

See more of: Research Posters Session 1
See more of: Research Sessions: Oral Paper & Posters