Babakus E, Mangold W G
Department of Marketing, Memphis State University, TN 38152.
Health Serv Res. 1992 Feb;26(6):767-86.
Defining and measuring the quality of service has been a major challenge for health care marketers. A comprehensive service quality measurement scale (SERVQUAL) is empirically evaluated for its potential usefulness in a hospital service environment. Active participation by hospital management helped to address practical and user-related aspects of the assessment. The completed expectations and perceptions scales met various criteria for reliability and validity. Suggestions are provided for the managerial use of the scale, and a number of future research issues are identified.
定义和衡量服务质量一直是医疗保健营销人员面临的重大挑战。本文对一个全面的服务质量测量量表（SERVQUAL）在医院服务环境中的潜在效用进行了实证评估。医院管理层的积极参与有助于解决评估中与实际情况和用户相关的方面。完整的期望量表和感知量表符合可靠性和有效性的各种标准。本文为该量表的管理应用提供了建议，并确定了一些未来的研究问题。
