Service quality in NHS hospitals.
Discusses the utilization of an instrument--SERVQUAL--as a means of assessing patient satisfaction with service quality. Patients treated (174) for a variety of health problems in a number of departments completed the SERVQUAL questionnaire. There is a dearth of knowledge in this important field and the authors note that the results indicate the need for improvement in service quality as identified by the study population.
Aston Business School, Aston University, Birmingham.
F
F
Youssef
D
D
Nel
T
T
Bovaird
D006779:Hospitals, Public / Q000592:standards*; D008389:Marketing of Health Services; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011369:Professional-Patient Relations; D011787:Quality of Health Care / Q000706:statistics & numerical data*; D013222:State Medicine / Q000592:standards; D011795:Surveys and Questionnaires; D006113:United Kingdom