The effects of demographics on determinants of perceived health-care service quality. The case of users and observers.
Notes that previous research suggests the components of perceived service quality are industry specific, and that calls have been made for academics to integrate their theory into practice. Investigates the effects of demographic factors on users and observers of perceived hospital quality. Reports results suggesting perceived quality is industry specific, users and observers differ in their perceptions of hospital quality and demographic factors do make a difference in perceived hospital quality.
Butler
D
D
College of Business, Auburn University, Alabama, USA.
Oswald
S L
SL
Turner
D E
DE
D003710:Demography; D019538:Health Care Surveys; D015285:Hospital-Patient Relations; D006761:Hospitals / Q000592:standards*; D006801:Humans; D008505:Medical Staff, Hospital / Q000592:standards; D009741:Nursing Staff, Hospital / Q000592:standards; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010465:Perception; D011787:Quality of Health Care / Q000706:statistics & numerical data*; D012044:Regression Analysis; D011795:Surveys and Questionnaires; D014481:United States