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

Kilbourne, William E.; Duffy, Jo Ann; Duffy, Michael; Giarchi, George Giacinto

doi:10.1108/08876040410561857

Cited by 143 publications

(106 citation statements)

References 30 publications

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“…Lee and Yom (2007) have modified the instrument to make it more suitable to the nursing services. The SERVQUAL scale has been used in a wide variety of studies in health-care to assess perceptions of SQ in a number of service categories such as nursing homes (Kilbourne et al, 2004), colposcopy clinics (Wisniewski, 2005), hospitals (Taner and Anthony, 2006).…”

Section: Methodsmentioning

confidence: 99%

A Model of Quality of Work Life, Life Satisfaction and Service Quality

Mohamad¹,

Mohamed²

2012

AJBR

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The study was conducted with the purpose of identifying the impact of Quality of Work Life (QWL) on Life Satisfaction (LS) and Service Quality (SQ) among nurses in the public hospitals. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used to examine the internal reliability of a measure and structural equation modelling (SEM) was used to test the goodness of the proposed hypothesised model. The findings of the study supported the first two proposed hypotheses that postulated firstly, that the higher the perceived QWL, the higher the LS and, secondly, the higher the perceived QWL, the higher the perceived nursing SQ. The third hypothesis stated that the higher the LS, the higher the nursing SQ was not supported. The implication of the study suggests that nursing staff with high quality of QWL would deliver high SQ and at the same time achieve high LS.

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Section: Methodsmentioning

confidence: 99%

A Model of Quality of Work Life, Life Satisfaction and Service Quality

Mohamad¹,

Mohamed²

2012

AJBR

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“…Besides hospitality industry, SERVQUAL also had been applied to other sectors such as Healthcare (Carman, 1990;Headley and Miller, 1993;Lam, 1997;Kilbourne et al, 2004); Banking (Mels et al, 1997;Lam, 2002;Zhou et al, 2002);Telecommunications (van der Wal et al, 2002); Retail (Parasuraman et al, 1994); Information systems (Jiang et al, 2000); and Education (Cook and Thompson, 2000).…”

Section: Servqual Dimensional Applicationsmentioning

confidence: 99%

Hospitality & tourismmarketing

2015

Hospitality and Tourism 2015

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“…SERVQUAL was meant to be a service quality framework independent of business area. However, when used in health care, further dimensions are often added, commonly created using focus groups with physicians, nurses, health care managers and patient representatives, see for example [8], [9], and [10]. The relationship between service quality in health care and patient satisfaction is also a complex issue, discussed in several research papers, see, for example [11].…”

Section: Related Workmentioning

confidence: 99%

A Value and Model Driven Method for Patient Oriented KPI Design in Health Care

Perjons

Johannesson

2011

Biomedical Engineering Systems and Technologies

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Abstract. In all societies, large resources are spent on health care. However, service quality is still unsatisfactory in large parts of the health care sector. One reason for this state of affairs is the complexity of health care organisations, which make them difficult to govern. Furthermore, due to the high degree of specialisation, health care organisations often need to cooperate, which adds to the complexity. One possible way to improve the cooperation and management of health care organisations is the use of performance management, which is a management approach aiming at optimising the performance of an organisation. The main instrument in performance management is the use of Key Performance Indicators (KPI), which measure how well an organisation fulfills its goals. Designing effective KPIs is a complex and time consuming task that requires substantial efforts. Therefore, there is a need for methods that support organisations in designing KPIs. This paper proposes a value and model driven method for identifying patient oriented KPIs.

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

Cited by 143 publications

References 30 publications

A Model of Quality of Work Life, Life Satisfaction and Service Quality

A Model of Quality of Work Life, Life Satisfaction and Service Quality

Hospitality & tourismmarketing

A Value and Model Driven Method for Patient Oriented KPI Design in Health Care

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