Leadership in health services · 2013 · 26 citations · 40 references
ManagementHealth Care ManagementHealth Services AdministrationHealth Care Quality ManagementHealth Services ResearchHospital AdministrationHealth Care QualityHealthcare Service QualityPatient SatisfactionQuality MeasurementQuality Of CareService QualityHealth Service Quality AssessmentHospital Patient SatisfactionHospital Quality MeasurementHospital Quality Of CareHospital Service QualityPerceived Service QualityPerceived Service Quality MeasurementService Quality Measurement
Purpose The purpose of this paper is to determine the dimensions used in judging the hospital services quality; to develop a tool for measuring perceived service quality for hospitals; to test the validity and reliability of the new scale; and finally to use the results of the data collected to suggest improving service quality.
40
A Service Quality Model and its Marketing Implications
Christian Grönroos · European Journal of Marketing · 1984 · 6.5K citations