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.
Youssef
F
F
Aston Business School, Aston University, Birmingham.
Nel
D
D
Bovaird
T
T
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