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 of Services Marketing – Emerald Publishing
Published: Dec 1, 2004
Keywords: Health services; Quality; Linear structure equation modelling; Measurement; Nursing homes
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