Publication | Closed Access
The applicability of SERVQUAL in cross‐national measurements of health‐care quality
190
Citations
38
References
2004
Year
Service Quality DimensionsEngineeringQuality MetricHealth‐care QualityQuality Management SystemsQuality EvaluationHealth OutcomesService QualitySocial HealthPublic HealthHealth Services ResearchHealth PolicyOutcomes ResearchQuality ImprovementHealth Care DeliveryNursingHealthcare QualityHealth SystemsHealth Care ReimbursementFour‐factor StructureModified Servqual InstrumentPatient Satisfaction
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.
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