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Patient perceptions of service quality: combining the dimensions

Patient perceptions of service quality: combining the dimensions Empirically investigates, using a conjoint methodology, the importance weights given the attributes of quality for acute care hospital services. The study shows consumers evaluated the technical dimensions of nursing care, physician care, and outcome as more important than the accommodation functions of hospital care, and there are significant interactions among the technical dimensions. Both sets of dimensions were important and significant, but technical quality evaluations were not influenced by the perceived quality level of the affective attributes. The relative importance of these attributes were quite stable among various subgroups of past patients. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Patient perceptions of service quality: combining the dimensions

James M. Carman
Journal of Services Marketing , Volume 14 (4): 16 – Jul 1, 2000
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16 pages

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040010334565
Publisher site
See Article on Publisher Site

Abstract

Empirically investigates, using a conjoint methodology, the importance weights given the attributes of quality for acute care hospital services. The study shows consumers evaluated the technical dimensions of nursing care, physician care, and outcome as more important than the accommodation functions of hospital care, and there are significant interactions among the technical dimensions. Both sets of dimensions were important and significant, but technical quality evaluations were not influenced by the perceived quality level of the affective attributes. The relative importance of these attributes were quite stable among various subgroups of past patients.

Journal

Journal of Services Marketing – Emerald Publishing

Published: Jul 1, 2000

Keywords: Customer satisfaction; Service quality; Health care

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