The applicability of SERVQUAL in cross‐national measurements of health‐care quality

The applicability of SERVQUAL in cross‐national measurements of health‐care quality This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and UK. The results confirm a stable, four‐factor structure that is similar to previously defined service quality dimensions and is invariant across the countries studied. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

The applicability of SERVQUAL in cross‐national measurements of health‐care quality

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040410561857
Publisher site
See Article on Publisher Site

Abstract

This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and UK. The results confirm a stable, four‐factor structure that is similar to previously defined service quality dimensions and is invariant across the countries studied.

Journal

Journal of Services MarketingEmerald Publishing

Published: Dec 1, 2004

Keywords: Health services; Quality; Linear structure equation modelling; Measurement; Nursing homes

References

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