title: The dimensions of service quality for hospitals: development and use of the KQCAH scale.
abstract: 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.
authors: Department of Management & Marketing, Sam Houston State University, Huntsville, Texas, USA.
authors: V
authors: V
authors: Sower
authors: J
authors: J
authors: Duffy
authors: W
authors: W
authors: Kilbourne
authors: G
authors: G
authors: Kohers
authors: P
authors: P
authors: Jones
mesh_terms: 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