메뉴 건너뛰기




Volumn 21, Issue 2, 2008, Pages 159-174

Testing not-so-obvious models of healthcare quality

Author keywords

Customer satisfaction; Health services; Quality; United Arab Emirates

Indexed keywords

ADULT; AGED; ARTICLE; ATTITUDE TO HEALTH; CLINICAL COMPETENCE; ENVIRONMENT; FEMALE; HEALTH CARE QUALITY; HUMAN; MALE; MIDDLE AGED; NONBIOLOGICAL MODEL; ORGANIZATION AND MANAGEMENT; PATIENT CARE; PATIENT SATISFACTION; PUBLIC HOSPITAL; UNITED ARAB EMIRATES;

EID: 41149162767     PISSN: 09526862     EISSN: None     Source Type: Journal    
DOI: 10.1108/09526860810859021     Document Type: Article
Times cited : (24)

References (56)
  • 1
    • 1642633646 scopus 로고    scopus 로고
    • Determinants of users' satisfaction with primary health care settings and services in Saudi Arabia
    • Al Qatari, G. and Haran, D. (1999), "Determinants of users' satisfaction with primary health care settings and services in Saudi Arabia", International Journal for Quality in Health Care, Vol. 11 No. 6, pp. 523-31.
    • (1999) International Journal for Quality in Health Care , vol.11 , Issue.6 , pp. 523-31
    • Al Qatari, G.1    Haran, D.2
  • 2
    • 84986146017 scopus 로고    scopus 로고
    • Patient satisfaction: A matter of choice
    • Amyx, D., Mowen, J. and Hamm, R. (2000), "Patient satisfaction: a matter of choice", Journal of Services Marketing, Vol. 14 No. 7, pp. 557-72.
    • (2000) Journal of Services Marketing , vol.14 , Issue.7 , pp. 557-72
    • Amyx, D.1    Mowen, J.2    Hamm, R.3
  • 3
    • 0032254035 scopus 로고    scopus 로고
    • Determinants of customer satisfaction with hospitals: A managerial model
    • Andaleeb, S.S. (1998), "Determinants of customer satisfaction with hospitals: a managerial model", International Journal of Health Care Quality Assurance, Vol. 11, pp. 181-7.
    • (1998) International Journal of Health Care Quality Assurance , vol.11 , pp. 181-7
    • Andaleeb, S.S.1
  • 4
    • 0035108829 scopus 로고    scopus 로고
    • Service quality perceptions and patient satisfaction: A study of hospitals in a developing country
    • Andaleeb, S.S. (2001), "Service quality perceptions and patient satisfaction: a study of hospitals in a developing country", Social Science and Medicine, Vol. 52, pp. 1359-70.
    • (2001) Social Science and Medicine , vol.52 , pp. 1359-70
    • Andaleeb, S.S.1
  • 5
    • 41149177662 scopus 로고    scopus 로고
    • Development of the national inpatient satisfaction constructs and items for the United Arab Emirates
    • Badri, M., Dodeen, H., Al Khaili, M. and Abdulla, M. (2005), "Development of the national inpatient satisfaction constructs and items for the United Arab Emirates", International Journal of Applied Health Studies, Vol. 1 No. 3, pp. 1-22.
    • (2005) International Journal of Applied Health Studies , vol.1 , Issue.3 , pp. 1-22
    • Badri, M.1    Dodeen, H.2    Al Khaili, M.3    Abdulla, M.4
  • 7
    • 0025397298 scopus 로고
    • Comparative fit indices in structural models
    • Bentler, P. (1990), "Comparative fit indices in structural models", Psychological Bulletin, Vol. 107 No. 2, pp. 238-46.
    • (1990) Psychological Bulletin , vol.107 , Issue.2 , pp. 238-46
    • Bentler, P.1
  • 8
    • 0002866667 scopus 로고
    • Evaluating service encounters: The effects of physical surroundings and employee responses
    • Bitner, M. (1990), "Evaluating service encounters: the effects of physical surroundings and employee responses", Journal of Marketing, Vol. 54, pp. 69-82.
    • (1990) Journal of Marketing , vol.54 , pp. 69-82
    • Bitner, M.1
  • 9
    • 0036041743 scopus 로고    scopus 로고
    • Outpatient satisfaction with health centers in urban areas
    • Bodur, S. (2002), "Outpatient satisfaction with health centers in urban areas", Turkish Journal of Medicine, Vol. 32, pp. 409-14.
    • (2002) Turkish Journal of Medicine , vol.32 , pp. 409-14
    • Bodur, S.1
  • 10
    • 0010836179 scopus 로고    scopus 로고
    • Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-sectional study
    • Brady, K. and Robertson, J. (2001), "Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-sectional study", Journal of Business Research, Vol. 51, pp. 53-60.
    • (2001) Journal of Business Research , vol.51 , pp. 53-60
    • Brady, K.1    Robertson, J.2
  • 13
    • 2342447391 scopus 로고    scopus 로고
    • The relationship among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study
    • Choi, K., Cho, W., Lee, S., Lee, H. and Kim, C. (2004), "The relationship among quality, value, satisfaction and behavioral intention in health care provider choice: a South Korean study", Journal of Business Research, Vol. 57, pp. 913-21.
    • (2004) Journal of Business Research , vol.57 , pp. 913-21
    • Choi, K.1    Cho, W.2    Lee, S.3    Lee, H.4    Kim, C.5
  • 14
    • 84986116845 scopus 로고    scopus 로고
    • Framework for evaluating performance and quality improvement in hospitals
    • Chow-Chua, C. and Goh, M. (2002), "Framework for evaluating performance and quality improvement in hospitals", Managing Service Quality, Vol. 12 No. 1, pp. 54-66.
    • (2002) Managing Service Quality , vol.12 , Issue.1 , pp. 54-66
    • Chow-Chua, C.1    Goh, M.2
  • 15
  • 16
    • 0036361006 scopus 로고    scopus 로고
    • Patients' and personnel's perceptions of service quality and patient satisfaction in nuclear medicine
    • DeMan, S., Gemmel, P., Vlerick, P., Van Rijk, P. and Dierchx, R. (2002), "Patients' and personnel's perceptions of service quality and patient satisfaction in nuclear medicine", European Journal of Nuclear Medicine, Vol. 29 No. 9, pp. 1109-17.
    • (2002) European Journal of Nuclear Medicine , vol.29 , Issue.9 , pp. 1109-17
    • Deman, S.1    Gemmel, P.2    Vlerick, P.3    Van Rijk, P.4    Dierchx, R.5
  • 17
    • 0031600035 scopus 로고    scopus 로고
    • Improving service quality in NHS trust hospitals: Lessons from the hotel sector
    • Desombre, T. and Eccles, G. (1998), "Improving service quality in NHS trust hospitals: lessons from the hotel sector", International Journal of Health Care Quality Assurance, Vol. 11 No. 1, pp. 21-6.
    • (1998) International Journal of Health Care Quality Assurance , vol.11 , Issue.1 , pp. 21-6
    • Desombre, T.1    Eccles, G.2
  • 18
    • 33745866634 scopus 로고    scopus 로고
    • Managing healthcare quality using logical framework analysis
    • Dey, P., Hariharan, S. and Brookes, N. (2006), "Managing healthcare quality using logical framework analysis", Managing Service Quality, Vol. 16 No. 2, pp. 203-22.
    • (2006) Managing Service Quality , vol.16 , Issue.2 , pp. 203-22
    • Dey, P.1    Hariharan, S.2    Brookes, N.3
  • 19
    • 0031974432 scopus 로고    scopus 로고
    • Consumer-perceived value: The key to a successful business strategy in the healthcare marketplace
    • Ettinger, W.H. Jr (1998), "Consumer-perceived value: the key to a successful business strategy in the healthcare marketplace", Journal of the American Geriatrics Society, Vol. 46 No. 1, pp. 111-3.
    • (1998) Journal of the American Geriatrics Society , vol.46 , Issue.1 , pp. 111-3
    • Ettinger, W.H.1    Jr2
  • 20
    • 21844503055 scopus 로고
    • Consumer satisfaction and perceived quality: Complementary or divergent constructs?
    • Gotlieb, J., Grewal, D. and Brown, S. (1994), "Consumer satisfaction and perceived quality: complementary or divergent constructs?", Journal of Applied Psychology, Vol. 79 No. 6, pp. 875-85.
    • (1994) Journal of Applied Psychology , vol.79 , Issue.6 , pp. 875-85
    • Gotlieb, J.1    Grewal, D.2    Brown, S.3
  • 21
    • 0034567016 scopus 로고    scopus 로고
    • Factors of patient satisfaction/dissatisfaction in dental faculty outpatient clinic in Turkey
    • Gurdal, P., Cankaya, H., Onem, E., Dincer, S. and Yilmaz, T. (2000), "Factors of patient satisfaction/dissatisfaction in dental faculty outpatient clinic in Turkey", Community Dentistry and Oral Epidemiology, Vol. 28, pp. 461-9.
    • (2000) Community Dentistry and Oral Epidemiology , vol.28 , pp. 461-9
    • Gurdal, P.1    Cankaya, H.2    Onem, E.3    Dincer, S.4    Yilmaz, T.5
  • 23
    • 0023736872 scopus 로고
    • Meta-analysis of satisfaction with medical care: Description of research domain and analysis of overall satisfaction levels
    • Hall, A. and Doran, M. (1988), "Meta-analysis of satisfaction with medical care: description of research domain and analysis of overall satisfaction levels", Social Science and Medicine, Vol. 27 No. 6, pp. 637-44.
    • (1988) Social Science and Medicine , vol.27 , Issue.6 , pp. 637-44
    • Hall, A.1    Doran, M.2
  • 25
    • 0036546138 scopus 로고    scopus 로고
    • Measurement of outpatients' views of service quality in a Finnish university hospital
    • Hiidenhovi, H., Nojonen, K. and Laippala, P. (2002), "Measurement of outpatients' views of service quality in a Finnish university hospital", Journal of Advanced Nursing, Vol. 38 No. 1, pp. 59-67.
    • (2002) Journal of Advanced Nursing , vol.38 , Issue.1 , pp. 59-67
    • Hiidenhovi, H.1    Nojonen, K.2    Laippala, P.3
  • 26
    • 84986173470 scopus 로고    scopus 로고
    • Comparing the quality of private and public hospitals
    • Jabnoun, N. and Chaker, M. (2003), "Comparing the quality of private and public hospitals", Managing Service Quality, Vol. 13 No. 4, pp. 290-9.
    • (2003) Managing Service Quality , vol.13 , Issue.4 , pp. 290-9
    • Jabnoun, N.1    Chaker, M.2
  • 28
    • 0030983763 scopus 로고    scopus 로고
    • Patient satisfaction and quality of care
    • Jackson, L. and Kroenke, K. (1997), "Patient satisfaction and quality of care", Military Medicine, Vol. 162, pp. 273-7.
    • (1997) Military Medicine , vol.162 , pp. 273-7
    • Jackson, L.1    Kroenke, K.2
  • 31
    • 0034061520 scopus 로고    scopus 로고
    • An evaluation of patient satisfaction with family care in Slovenia
    • Kersnik, J. (2000), "An evaluation of patient satisfaction with family care in Slovenia", International Journal for Quality in Health Care, Vol. 12 No. 2, pp. 143-7.
    • (2000) International Journal for Quality in Health Care , vol.12 , Issue.2 , pp. 143-7
    • Kersnik, J.1
  • 33
    • 0034577761 scopus 로고    scopus 로고
    • A study of patients' expectations and satisfaction in Singapore hospitals
    • Lim, P. and Tang, N. (2000), "A study of patients' expectations and satisfaction in Singapore hospitals", International Journal of Health Care Quality Assurance, Vol. 13 No. 7, pp. 290-9.
    • (2000) International Journal of Health Care Quality Assurance , vol.13 , Issue.7 , pp. 290-9
    • Lim, P.1    Tang, N.2
  • 34
    • 84986144770 scopus 로고    scopus 로고
    • An innovative framework for health care performance measurement
    • Lim, P., Tang, N. and Jackson, P. (1999), "An innovative framework for health care performance measurement", Managing Service Quality, Vol. 9 No. 6, pp. 423-33.
    • (1999) Managing Service Quality , vol.9 , Issue.6 , pp. 423-33
    • Lim, P.1    Tang, N.2    Jackson, P.3
  • 36
    • 0033825312 scopus 로고    scopus 로고
    • Outpatient clinic waiting times and non-attendance as indicators of quality
    • McCarthy, K., McGee, H. and O'Boyle, C. (2000), "Outpatient clinic waiting times and non-attendance as indicators of quality", Psychology, Health and Medicine, Vol. 5 No. 3, pp. 287-93.
    • (2000) Psychology, Health and Medicine , vol.5 , Issue.3 , pp. 287-93
    • McCarthy, K.1    McGee, H.2    O'Boyle, C.3
  • 38
    • 18744363322 scopus 로고    scopus 로고
    • A demonstration of the impact of response bias on the results of patient satisfaction surveys
    • Mazor, K., Clauster, B., Field, T., Yood, R. and Gurwitz, J. (2002), "A demonstration of the impact of response bias on the results of patient satisfaction surveys", Health Services Research, Vol. 37 No. 5, pp. 1404-17.
    • (2002) Health Services Research , vol.37 , Issue.5 , pp. 1404-17
    • Mazor, K.1    Clauster, B.2    Field, T.3    Yood, R.4    Gurwitz, J.5
  • 40
    • 0035225952 scopus 로고    scopus 로고
    • The Norwegian approach to integrated quality development
    • Øvretveit, J. (2001), "The Norwegian approach to integrated quality development", Journal of Management in Medicine, Vol. 5 No. 2, pp. 125-41.
    • (2001) Journal of Management in Medicine , vol.5 , Issue.2 , pp. 125-41
    • Øvretveit, J.1
  • 42
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Parasuraman, A., Zeithaml, V. and Berry, L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, pp. 41-50.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.2    Berry, L.3
  • 43
    • 0020930093 scopus 로고
    • Patient satisfaction in primary health care: A literature review and analysis
    • Pascoe, C. (1983), "Patient satisfaction in primary health care: a literature review and analysis", Evaluation and Program Planning, Vol. 6 Nos 3/4, pp. 185-97.
    • (1983) Evaluation and Program Planning , vol.6 , Issue.34 , pp. 185-97
    • Pascoe, C.1
  • 44
    • 0034793137 scopus 로고    scopus 로고
    • Patient satisfaction in relation to age, health status and other background factors: A model for comparisons of care units
    • Rahmqvist, M. (2001), "Patient satisfaction in relation to age, health status and other background factors: a model for comparisons of care units", International Journal of Qualitative Health Care, Vol. 13 No. 5, pp. 385-90.
    • (2001) International Journal of Qualitative Health Care , vol.13 , Issue.5 , pp. 385-90
    • Rahmqvist, M.1
  • 45
    • 33745929644 scopus 로고    scopus 로고
    • Standards and customer satisfaction in the healthcare industry
    • Ramachandran, A. and Cram, N. (2005), "Standards and customer satisfaction in the healthcare industry", Journal of Clinical Engineering, October/December, pp. 219-28.
    • (2005) Journal of Clinical Engineering , pp. 219-28
    • Ramachandran, A.1    Cram, N.2
  • 46
    • 0032867092 scopus 로고    scopus 로고
    • How valid and reliable are patient satisfaction data? An analysis of 195 studies
    • Sitzia, J. (1999), "How valid and reliable are patient satisfaction data? An analysis of 195 studies", International Journal for Quality in Health Care, Vol. 11, pp. 319-28.
    • (1999) International Journal for Quality in Health Care , vol.11 , pp. 319-28
    • Sitzia, J.1
  • 47
    • 41149129446 scopus 로고    scopus 로고
    • Integrated systems design for customer focused health care performance measurement: A strategic service unit approach
    • Smith, A. and Swinehart, K. (2001), "Integrated systems design for customer focused health care performance measurement: a strategic service unit approach", International Journal of Health Care Quality Assurance, Vol. 14 No. 1, pp. 21-8.
    • (2001) International Journal of Health Care Quality Assurance , vol.14 , Issue.1 , pp. 21-8
    • Smith, A.1    Swinehart, K.2
  • 48
    • 2642554194 scopus 로고    scopus 로고
    • Developing a culture of quality within the United Kingdom healthcare system
    • Stahr, H. (2001), "Developing a culture of quality within the United Kingdom healthcare system", International Journal of Health Care Quality Assurance, Vol. 14 No. 4, pp. 174-80.
    • (2001) International Journal of Health Care Quality Assurance , vol.14 , Issue.4 , pp. 174-80
    • Stahr, H.1
  • 49
    • 33746216863 scopus 로고    scopus 로고
    • Patient characteristics in relation to perceptions of how individualized care is delivered: Research into the sensitivity of the individualized care scale
    • Suhonen, R., KI-Lima, M., Msocsci, J. and Leino-Kilpi, H. (2004), "Patient characteristics in relation to perceptions of how individualized care is delivered: research into the sensitivity of the individualized care scale", Journal of Professional Nursing, Vol. 22 No. 4, pp. 253-61.
    • (2004) Journal of Professional Nursing , vol.22 , Issue.4 , pp. 253-61
    • Suhonen, R.1    Ki-Lima, M.2    Msocsci, J.3    Leino-Kilpi, H.4
  • 51
    • 0036052474 scopus 로고    scopus 로고
    • The moderators of patient satisfaction
    • Tucker, J. (2002), "The moderators of patient satisfaction", Journal of Management in Medicine, Vol. 16 No. 1, pp. 48-66.
    • (2002) Journal of Management in Medicine , vol.16 , Issue.1 , pp. 48-66
    • Tucker, J.1
  • 52
    • 0025425660 scopus 로고
    • Patient satisfaction survey instrument for use in health maintenance organizations
    • Weiss, B. and Senf, H. (1990), "Patient satisfaction survey instrument for use in health maintenance organizations", Medical Cure, Vol. 28 No. 5, pp. 434-44.
    • (1990) Medical Cure , vol.28 , Issue.5 , pp. 434-44
    • Weiss, B.1    Senf, H.2
  • 53
    • 0041522635 scopus 로고    scopus 로고
    • Interpersonal and organizational dimensions of patient satisfaction: The moderating effects of health status
    • Westway, M., Rheeder, P., Van Zyl, D. and Seager, J. (2003), "Interpersonal and organizational dimensions of patient satisfaction: the moderating effects of health status", International Journal for Quality in Health Care, Vol. 15 No. 4, pp. 337-44.
    • (2003) International Journal for Quality in Health Care , vol.15 , Issue.4 , pp. 337-44
    • Westway, M.1    Rheeder, P.2    Van Zyl, D.3    Seager, J.4
  • 54
    • 0035050113 scopus 로고    scopus 로고
    • Quality of paediatric care: Application and validation of an instrument for measuring parent satisfaction with hospital care
    • Ygge, B. and Arnetz, J. (2001), "Quality of paediatric care: application and validation of an instrument for measuring parent satisfaction with hospital care", International Journal for Quality in Health Care, Vol. 13 No. 1, pp. 33-43.
    • (2001) International Journal for Quality in Health Care , vol.13 , Issue.1 , pp. 33-43
    • Ygge, B.1    Arnetz, J.2
  • 55
    • 33644605617 scopus 로고    scopus 로고
    • The quality of health care and patient satisfaction: An exploratory investigation of the 5Q model at some Egyptian and Jordanian medical clinics
    • Zineldin, M. (2006), "The quality of health care and patient satisfaction: an exploratory investigation of the 5Q model at some Egyptian and Jordanian medical clinics", International Journal of Health Care Quality Assurance, Vol. 19 No. 1, pp. 60-92.
    • (2006) International Journal of Health Care Quality Assurance , vol.19 , Issue.1 , pp. 60-92
    • Zineldin, M.1
  • 56
    • 4243159210 scopus 로고
    • Significance tests and goodness of fit in the analysis of covariance structures
    • Bentler, M. and Bonett, D. (1980), "Significance tests and goodness of fit in the analysis of covariance structures", Psychological Bulletin, Vol. 88, pp. 588-606.
    • (1980) Psychological Bulletin , vol.88 , pp. 588-606
    • Bentler, M.1    Bonett, D.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.