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Article: SERVQUAL: A tool for measuring patients' opinions of hospital service quality in Hong Kong

TitleSERVQUAL: A tool for measuring patients' opinions of hospital service quality in Hong Kong
Authors
Issue Date1997
PublisherRoutledge. The Journal's web site is located at http://www.tandf.co.uk/journals/titles/14783363.asp
Citation
Total Quality Management, 1997, v. 8 n. 4, p. 145-152 How to Cite?
AbstractThe service quality measurement scale (SERVQUAL) has been widely used in research to measure quality of service. The aim of this paper is to demonstrate the use of SERVQUAL for measuring patients' perceptions of health care quality in Hong Kong. The paper also examines the validity, reliability and predictive validity of SERVQUAL and analyzes its applicability to the health care sector in Hong Kong. The results indicate that SERVQUAL appears to be a consistent and reliable scale to measure health care service quality. However, the proposed five dimensions of SERVQUAL are not confirmed. The results also indicate that perceived health care service performance generally falls short of expectations except in the physical elements of service quality. Timely, professional and competent services are what patients expect from health care providers.
Persistent Identifierhttp://hdl.handle.net/10722/85886
ISSN
2002 Impact Factor: 0.299
References

 

DC FieldValueLanguage
dc.contributor.authorLam, SSKen_HK
dc.date.accessioned2010-09-06T09:10:22Z-
dc.date.available2010-09-06T09:10:22Z-
dc.date.issued1997en_HK
dc.identifier.citationTotal Quality Management, 1997, v. 8 n. 4, p. 145-152en_HK
dc.identifier.issn0954-4127en_HK
dc.identifier.urihttp://hdl.handle.net/10722/85886-
dc.description.abstractThe service quality measurement scale (SERVQUAL) has been widely used in research to measure quality of service. The aim of this paper is to demonstrate the use of SERVQUAL for measuring patients' perceptions of health care quality in Hong Kong. The paper also examines the validity, reliability and predictive validity of SERVQUAL and analyzes its applicability to the health care sector in Hong Kong. The results indicate that SERVQUAL appears to be a consistent and reliable scale to measure health care service quality. However, the proposed five dimensions of SERVQUAL are not confirmed. The results also indicate that perceived health care service performance generally falls short of expectations except in the physical elements of service quality. Timely, professional and competent services are what patients expect from health care providers.en_HK
dc.languageengen_HK
dc.publisherRoutledge. The Journal's web site is located at http://www.tandf.co.uk/journals/titles/14783363.aspen_HK
dc.relation.ispartofTotal Quality Managementen_HK
dc.titleSERVQUAL: A tool for measuring patients' opinions of hospital service quality in Hong Kongen_HK
dc.typeArticleen_HK
dc.identifier.openurlhttp://library.hku.hk:4550/resserv?sid=HKU:IR&issn=0954-4127&volume=8&issue=4&spage=145&epage=152&date=1997&atitle=SERVQUAL:+A+tool+for+measuring+patients%27+opinions+of+hospital+service+quality+in+Hong+Kongen_HK
dc.identifier.emailLam, SSK: simonlam@hku.hken_HK
dc.identifier.authorityLam, SSK=rp01071en_HK
dc.description.naturelink_to_subscribed_fulltext-
dc.identifier.doi10.1080/0954412979587-
dc.identifier.scopuseid_2-s2.0-0010274034en_HK
dc.identifier.hkuros36274en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-0010274034&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume8en_HK
dc.identifier.issue4en_HK
dc.identifier.spage145en_HK
dc.identifier.epage152en_HK
dc.publisher.placeUnited Kingdomen_HK
dc.identifier.scopusauthoridLam, SSK=35218940100en_HK

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