Evaluation of service quality of hospital outpatient department services

Medical Journal Armed Forces India

Volumn 67, Issue 3, 2011, Pages 221-224

  Chakravarty, Abhijit ^a  

^a ARMED FORCES MEDICAL COLLEGE   (India)

Author keywords

Expectations and perceptions; Quality gaps; Service quality; SERVQUAL

Indexed keywords

ADULT; ARTICLE; CLINICAL ARTICLE; CONSUMER ATTITUDE; CONTROLLED STUDY; CROSS-SECTIONAL STUDY; EMPATHY; FEMALE; HEALTH CARE DELIVERY; HEALTH CARE FACILITY; HEALTH CARE QUALITY; HOSPITAL CARE; HOSPITAL PERSONNEL; HUMAN; MALE; MEDICAL RECORD; OUTPATIENT CARE; OUTPATIENT DEPARTMENT; QUALITY CONTROL;

EID: 83755224897     PISSN: 03771237     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0377-1237(11)60045-2     Document Type: Article

References (16)

1. Donabedian A. Explorations in Quality Assessment and Monitoring. Ann Arbor. MI: Health Administration Press 1980.
2. Gronroos C. A service quality model and its marketing implications. Eur J Marketing 1990;18:36-44.
3. Bopp KD. How patients evaluate the quality of ambulatory medical encounters. J Healthcare Marketing 1990;10:6-15.
4. Berry LL, Parasuraman A, Zeithaml VA. The service quality puzzle. Business Horizons 1988:36-44.
5. Bolton RN, James HD. A longitudinal analysis of the impact of service changes on customer attitudes. J Marketing 1991;55:1-9.
6. Tse DK, Wilton PC. Models of customer satisfaction formation. J Marketing Research 1988;25:204-212.
7. Parasuraman A, Zeithaml VA, Berry LL. Alternative scales for measuring service quality. J Retailing 1994;70:201-230.
8. Parasuraman A, Zeithaml VA, Berry LL. A multiple items scale for measuring consumer perceptions of service quality. J Retailing 1993; 66:12-40.
9. Conel C, Fletcther EAA. An analysis of service quality at a student health centre. Intl J Healthcare Quality Assurance 1985;14:260-267.
10. Babakus E, Mangold WG. Adopting SERVQUAL scales to hospital services: an empirical investigation. Health Services Research 1992; 26:767-786.
11. Nunally JC. In: Psychometric Theory, Engelwood Cliffs. NJ: McGraw Hill Book Coy 1978.
12. O'Connor SJ, Shewchuk RM, Trish HQ. Perceptual gaps in understanding patient expectations for healthcare service quality. Healthcare Manag Rev 25:7-23.
13. Bauer JC, Duffy GL, Westcott RT, ed. The Quality Improvement Handbook. Milawaukee: ASQ Quality Press 2002.
14. Gronroos C. Defining service marketing-a market oriented approach. Eur J Marketing 1989;23:9-11.
15. Taylor SA. Managing consumer relations, In: Handbook of Healthcare Management, Duncan JW, Ginter PM, Swayne LE, eds. Blackwell Publishers 1998:55-79.
16. Lam SSK. SERVQUAL: A tool for measuring patients' opinion of hospital services quality in Hong Kong. Total Quality Management 1997;8: 145-152.