The dimensions of service quality for hospitals: development and use of the KQCAH scale.
Using a combination of qualitative and quantitative research methodologies, this study identifies the dimensions of hospital service quality, operationalizes the dimensions, and develops an instrument to measure patient satisfaction. This instrument, the Key Quality Characteristics Assessment for Hospitals (KQCAH) scale, was developed using input from 12 hospital administrators, over 100 hospital employees, and 23 recent patients and family members.
Sower
V
V
Department of Management & Marketing, Sam Houston State University, Huntsville, Texas, USA.
Duffy
J
J
Kilbourne
W
W
Kohers
G
G
Jones
P
P
D001291:Attitude of Health Personnel; D003627:Data Interpretation, Statistical; D005163:Factor Analysis, Statistical; D017144:Focus Groups; D019538:Health Care Surveys / Q000379:methods*; D006739:Hospital Administration / Q000592:standards*; D006801:Humans; D007591:Joint Commission on Accreditation of Healthcare Organizations; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D019984:Quality Indicators, Health Care; D015203:Reproducibility of Results; D011795:Surveys and Questionnaires; D017749:Total Quality Management; D014481:United States