title: Quantitative comparison of measurements of urgent care service quality.
abstract: Service quality and patient satisfaction are essential to health care organization success. Parasuraman, Zeithaml, and Berry introduced SERVQUAL, a prominent service quality measure not yet applied to urgent care. We develop an instrument to measure perceived service quality and identify the determinants of patient satisfaction/ behavioral intentions. We examine the relationships among perceived service quality, patient satisfaction and behavioral intentions, and demonstrate that urgent care service quality is not equivalent using measures of perceptions only, differences of expectations minus perceptions, ratio of perceptions to expectations, and the log of the ratio. Perceptions provide the best measure of urgent care service quality.
authors.affiliation: a Department of Computer Information Systems and Quantitative Methods , Texas University-Pan American , Edinburgh , Texas , USA.
authors.forename: Hong
authors.initials: H
authors.lastname: Qin
authors.affiliation: b Department of Information Technology and Decision Sciences, College of Business , University of North Texas , Denton , Texas , USA.
authors.forename: Victor
authors.initials: V
authors.lastname: Prybutok
authors.affiliation: c College of Information, Department of Library Information Science , University of North Texas , Denton , Texas , USA.
authors.forename: Gayle
authors.initials: G
authors.lastname: Prybutok
mesh_terms: D000554:Ambulatory Care Facilities / Q000592:standards*; D004632:Emergency Medical Services; D019538:Health Care Surveys; D019984:Quality Indicators, Health Care / Q000458:organization & administration*; D011787:Quality of Health Care / Q000592:standards* / Q000706:statistics & numerical data
keywords: Health care services; SERVPERF; SERVQUAL; quality models; service quality; urgent care