USING GAPS ANALYSIS TO EXAMINE SERVICE QUALITY IN HOSPICE CARE DELIVERY

Brian L. Matthews
Jamie L. Daigle
Texas A&M University-Texarkana, USA

ABSTRACT

Using gap analysis, this research study examined service quality in the hospice care
delivery process. A sample of informal caregivers (ICs) were interviewed using a self-structured
questionnaire to glean their attitudes toward evident infractions in hospice care delivered by a
hospice interdisciplinary team (IDT). The results of this research study revealed that there was a
positive disconfirmation of needs, where needs were either met or exceeded, and there was
satisfaction in the service process if gaps in the service process were marginal. It is relevant to
emphasize that the positive disconfirmation of needs exists if there were nonexistent expectations
or preconceived expectations were marginal.

Keywords: Gap analysis, hospice care, informal caregivers, hospice interdisciplinary team, service quality