Elliott K M, Hall M C, Stiles G W
Department of Marketing, Mankato State University, MN 56001.
J Hosp Mark. 1992;7(1):113-24.
This paper investigates the "expectations" aspect of service quality in the health care industry. Specifically, an examination is made of the importance of various hospital characteristics to consumers, the dimensionality of service quality, and the relative importance of these dimensions across demographic groups. The results suggest that the competency and the behavior of physicians are the most important characteristics in the minds of consumers. Moreover, it was found that hospitals are evaluated along: (1) interpersonal, (2) amenities, (3) capabilities, and (4) accessibility dimensions. These findings are consistent with previous research in this regard. Additionally, significant differences in the importance of these factors were found across respondent gender, age, income, and education.
本文研究了医疗保健行业服务质量的“期望”方面。具体而言，考察了各类医院特征对消费者的重要性、服务质量的维度，以及这些维度在不同人口群体中的相对重要性。结果表明，在消费者心目中，医生的能力和行为是最重要的特征。此外，研究发现医院是按照以下维度进行评估的：（1）人际方面，（2）便利设施，（3）能力，以及（4）可达性维度。这些发现与这方面以前的研究一致。此外，还发现这些因素的重要性在受访者的性别、年龄、收入和教育程度方面存在显著差异。
