The identification and measurement of quality dimensions in health care: focus group interview results.
The identification and measurement of service quality are critical factors that are responsible for customer satisfaction. This article identifies 11 attributes that define quality of care and patient satisfaction and reveals various gaps among the patient, physician, and administrator groups in the perceived importance of those dimensions. Managerial implications for patient-focused health care are discussed.
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Department of Management, New Mexico State University, Las Cruces, USA.
Peterson
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Zsidisin
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GA
D017144:Focus Groups; D006801:Humans; D008332:Management Quality Circles; D017060:Patient Satisfaction; D010817:Physician-Patient Relations; D011785:Quality Assurance, Health Care; D014481:United States