SERVQUAL: A tool for measuring patients' opinions of hospital service quality in Hong Kong

Total Quality Management

Volumn 8, Issue 4, 1997, Pages 145-152

  Lam, Simon S K ^a  

^a UNIVERSITY OF HONG KONG   (Hong Kong)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0010274034     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/0954412979587     Document Type: Article

References (11)

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2. BOWERS, M., SWAN, J.E. & KOEHLER, W.F. (1994) What attributes determine quality and satisfaction with health care delivery?, Health Care Manager Review, 19, pp. 49-55.
3. CARMAN, J.M. (1990) Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions, Journal of Retailing, 66, pp. 33-44.
4. DONABEDIAN, A. (1980) Explorations in Quality Assessment and Monitoring. Vol. 1, The Definition of Quality and Approaches to Its Assessment (NHealth Administration Press).
5. FINN, D.W. & LAMB, C.W. (1991) An evaluation of the SERVQUAL scale in a retail setting. In: R.H. HOLMAN & M. SOLOMON (Eds) Advances in Consumer Research, 18, pp. 312-322.
6. FRIEDMAN, H.S. (1979) Non-verbal communications between patients and medical practitioners, Journal of Social Issues, 35, pp. 298-304.
7. GRONROOS, C.A. (1984) Service quality model and its marketing implications, European Journal of Marketing, 18, pp. 36-40.
8. NUNNALLY, C.J. (1978) Psychometric Theory (New York, McGraw-Hill).
9. PARASURAMAN, A., ZEITHAML, V.A. & BERRY, L.L. (1988) SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality, Journal of Retailing, 64, pp. 12-23.
10. WARE, J.E. & SNYDER, M.K. (1975) Dimensions of patient attitudes regarding doctors and medical services, Medical Care, 26, pp. 669-673.
11. ZEITHAML, V.A. (1988) Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence, Journal of Marketing, 52, pp. 2-11.