This exploratory study examines the conceptual domain of service quality for inpatient nursing services. The findings suggest that the prevailing conceptual definition of service quality, as articulated by Parasuraman, Zeithaml, and Berry (1985, 1988) , does not accurately describe service quality for the customers of inpatient nursing services. A definition of inpatient nursing service quality is provided, and an instrument based on that definition, the Inpatient Nursing Service Quality Scale, is presented. The instrument's construct validity, nomological validity, and reliability are examined, and the findings are favorable. The results of the study reveal that service quality perceptions for hospital inpatients consist of five dimensions: compassion, uncertainty reduction, reliability, close relationships , and individualized care. The dimensions are significant predictors of several outcomes, including global perceptions of service quality, willingness to recommend, and repurchase intentions. It is argued that industry-specific qualitative research should be conducted before using generic service quality measurement tools or instruments developed in other industries.
Journal of Business Research – Elsevier
Published: Jun 1, 2000
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera