医疗环境中服务维度的相对重要性。
The relative importance of service dimensions in a healthcare setting.
作者信息
Ramsaran-Fowdar Rooma Roshnee
机构信息
Faculty of Law and Management, University of Mauritius, Reduit, Mauritius.
出版信息
Int J Health Care Qual Assur. 2008;21(1):104-24. doi: 10.1108/09526860810841192.
PURPOSE
The paper aims to focus on an augmented SERVQUAL instrument that was used to measure private patients' service expectations and perceptions.
DESIGN/METHOD/APPROACH: A questionnaire was administered to 750 and 34 per cent responded.
FINDINGS
A new service quality instrument called PRIVHEALTHQUAL emerged from the study, based on factor and reliability analysis. The "reliability and fair and equitable treatment" factor was found to be the most important healthcare service quality dimension.
ORIGINALITY/VALUE: Adds to the existing body of research on service quality and demonstrates that SERVQUAL is not a generic service quality measure for all industries.
目的
本文旨在聚焦于一种经过扩充的SERVQUAL工具，该工具用于衡量私立患者的服务期望和感知。
设计/方法/途径：向750人发放了调查问卷，34%的人做出了回应。
研究结果
基于因子分析和可靠性分析，该研究产生了一种名为PRIVHEALTHQUAL的新服务质量工具。“可靠性以及公平公正的待遇”因子被发现是最重要的医疗服务质量维度。
原创性/价值：为现有的服务质量研究增添了内容，并表明SERVQUAL并非适用于所有行业的通用服务质量衡量标准。
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