Adapting the SERVQUAL scale to hospital services: an empirical investigation.
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.
Babakus
E
E
Department of Marketing, Memphis State University, TN 38152.
Mangold
W G
WG
D003625:Data Collection / Q000379:methods; D005069:Evaluation Studies as Topic; D005163:Factor Analysis, Statistical; D006302:Health Services Research / Q000379:methods*; D006739:Hospital Administration / Q000592:standards*; D017060:Patient Satisfaction; D011787:Quality of Health Care / Q000145:classification*; D015203:Reproducibility of Results; D012107:Research Design; D014481:United States