Service quality in health care setting.
OBJECTIVE
This paper attempts to explore the concept of service quality in a health care setting.


METHODS
This paper probes the definition of service quality from technical and functional aspects for a better understanding on how consumers evaluate the quality of health care. It adopts the conceptual model of service quality frequently used by the most researchers in the health care sector. The paper also discusses several service quality dimensions and service quality problems in order to provide a more holistic conception of hospital service quality.


RESULTS
The paper finds that service quality in health care is very complex as compared to other services because this sector highly involves risk.


CONCLUSIONS
The paper adds a new perspective towards understanding how the concept of service quality is adopted in a health care setting.
Rashid
Wan Edura Wan
WE
Faculty of Office Management and Technology, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia.
Jusoff
Hj Kamaruzaman
HK
D003258:Consumer Behavior / Q000706:statistics & numerical data*; D017598:Efficiency, Organizational / Q000592:standards* / Q000706:statistics & numerical data; D006801:Humans; D017146:Models, Organizational; D008962:Models, Theoretical; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D019984:Quality Indicators, Health Care; D011787:Quality of Health Care / Q000592:standards* / Q000706:statistics & numerical data; D012938:Social Perception