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.
Managing Service Quality – Emerald Publishing
Published: Aug 1, 1999
Keywords: Quality; Measurement; Hospitals; Spain
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