The applicability of SERVQUAL in cross‐national measurements of health‐care quality
Journal of Services MarketingPublished 1 December 2004
William E. Kilbourne, Jo Ann Duffy, Michael Duffy, George Giacinto Giarchi
Citations190
SJR quartileQ1
SJR score1.36
SNIP1.15
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TL;DR
The results confirm a stable, four‐factor structure that is similar to previously defined service quality dimensions and is invariant across the countries studied.
Abstract
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.
Keywords
Health ProfessionsEconomics, Econometrics and FinanceBusiness, Management and Accounting
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