title: The management of health care service quality. A physician perspective.
abstract: Applying marketing in health care services is presently an essential element for every manager or policy maker. In order to be successful, a health care organization has to identify an accurate measurement scale for defining service quality due to competitive pressure and cost values. The most widely employed scale in the services sector is SERVQUAL scale. In spite of being successfully adopted in fields such as brokerage and banking, experts concluded that the SERVQUAL scale should be modified depending on the specific context. Moreover, the SERVQUAL scale focused on the consumer's perspective regarding service quality. While service quality was measured with the help of SERVQUAL scale, other experts identified a structure-process-outcome design, which, they thought, would be more suitable for health care services. This approach highlights a different perspective on investigating the service quality, namely, the physician's perspective. Further, we believe that the Seven Prong Model for Improving Service Quality has been adopted in order to effectively measure the health care service in a Romanian context from a physician's perspective.
authors.affiliation: "Carol Davila" University of Medicine and Pharmacy, Bucharest, Romania.
authors.forename: L
authors.initials: L
authors.lastname: Bobocea
authors.affiliation: "Carol Davila" University of Medicine and Pharmacy, Bucharest, Romania.
authors.forename: I R
authors.initials: IR
authors.lastname: Gheorghe
authors.affiliation: "Carol Davila" University of Medicine and Pharmacy, Bucharest, Romania.
authors.forename: St
authors.initials: S
authors.lastname: Spiridon
authors.affiliation: "Carol Davila" University of Medicine and Pharmacy, Bucharest, Romania.
authors.forename: C M
authors.initials: CM
authors.lastname: Gheorghe
authors.affiliation: "Carol Davila" University of Medicine and Pharmacy, Bucharest, Romania.
authors.forename: V L
authors.initials: VL
authors.lastname: Purcarea
mesh_terms: D006801:Humans; D008389:Marketing of Health Services; D010820:Physicians; D011787:Quality of Health Care; D012383:Romania
keywords: Health Care Consumer Behavior; SERVQUAL scale; Seven Prong Model for Improving Service Quality; health care service quality; perception