Measuring hospital service quality: a methodological study

Measuring hospital service quality: a methodological study Quality in the service sector has been extensively researched during the last years. The publication of a sequence of measurement tools has allowed homogenizing the study of this issue. The object of the present work is to develop a methodological analysis for the use of the SERVQUAL measure scale in the Spanish public health sector. We analyse the reliability of this measure scale, its dimensionality, using comparison with other studies. Finally we consider the main criticism frequently made in the literature. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Measuring hospital service quality: a methodological study

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Abstract

Quality in the service sector has been extensively researched during the last years. The publication of a sequence of measurement tools has allowed homogenizing the study of this issue. The object of the present work is to develop a methodological analysis for the use of the SERVQUAL measure scale in the Spanish public health sector. We analyse the reliability of this measure scale, its dimensionality, using comparison with other studies. Finally we consider the main criticism frequently made in the literature.

Journal

Managing Service QualityEmerald Publishing

Published: Aug 1, 1999

Keywords: Quality; Measurement; Hospitals; Spain

References

  • SERVQUAL: review, critique, research agenda
    Buttle, F.A.
  • Development of a multiple‐item scale for measuring hospital service quality
    Vandamme, R.; Leunis, J.
  • Delivering Quality Service
    Zeithaml, V.A.; Parasuraman, A.; Berry, L.L.

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