Service quality in health care setting

Rashid, Wan Edura Wan; Jusoff, Hj. Kamaruzaman

doi:10.1108/09526860910975580

Cited by 84 publications

(25 citation statements)

References 52 publications

(54 reference statements)

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“…Organizations evaluate service quality as key strategic value in both service and manufacturing sectors (Rashid & Jusoff, 2009). There are different definitions for service quality.…”

Section: Service Qualitymentioning

confidence: 99%

An Evaluation of the Relationship between Service Quality in Primary Education and Parent Satisfaction

Incesu¹,

Aşikgil²

2012

IJBM

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The education is not only a major sector nowadays, but it is also an investment by parents for their children. This study aims to investigate the effect of the dimensions (reliability, tangibility, responsiveness, assurance and empathy) of service quality in primary education on parent satisfaction. This research is conducted in a public primary school and self-administered questionnaire is used to collect the related data. Data is collected based on SERVQUAL model through distributing 400 questionnaires to randomly selected parents in Celal Avşar Primary School in Turkey. The results of this study show that the tangibility, the reliability, the assurance and the empathy of service quality are important dimensions and they have significant positive effect on parent satisfaction.

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“…Organizations evaluate service quality as key strategic value in both service and manufacturing sectors (Rashid & Jusoff, 2009). There are different definitions for service quality.…”

Section: Service Qualitymentioning

confidence: 99%

An Evaluation of the Relationship between Service Quality in Primary Education and Parent Satisfaction

Incesu¹,

Aşikgil²

2012

IJBM

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“…Quality is a key point for the development and efficiency of health care services. Although the literature has already shown the role of this variable, there is little description about the real determinants of a high quality health service 11,[14][15][16][17] . Satisfaction measures are usually based on consumer perceptions and can serve as one type of measure in a health care quality program [18][19][20] .…”

Section: Discussionmentioning

confidence: 99%

Analysis of the user satisfaction level in a public physical therapy service

Almeida

Nogueira

Bourliataux-Lajoine

2013

Braz. J. Phys. Ther.

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“…Besides the supportive factor, social and contextual factors are equally important in customer experience creation. This is also supported by Rashid and Jusoff (2009). The individual/contextual influencing factors include: risk, preference, personality and socio-economic status, and social factors include relatives, friends and acquaintances as well as other important parties.…”

Section: Determinants/antecedentsmentioning

confidence: 97%