6533b870fe1ef96bd12d03d5
RESEARCH PRODUCT
Measuring hospital service quality: a methodological study
Clara Martínez Fuentessubject
Measure (data warehouse)Knowledge managementbusiness.industryStrategy and Managementmedia_common.quotation_subjectSERVQUALWork (electrical)Scale (social sciences)CriticismQuality (business)BusinessMarketingTertiary sector of the economyReliability (statistics)media_commondescription
Quality in the service sector has been extensively researched during the last years. The publication of a sequence of measurement tools has allowed homogenizing the study of this issue. The object of the present work is to develop a methodological analysis for the use of the SERVQUAL measure scale in the Spanish public health sector. We analyse the reliability of this measure scale, its dimensionality, using comparison with other studies. Finally we consider the main criticism frequently made in the literature.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 1999-08-01 | Managing Service Quality: An International Journal |