Perceived Quality in Health Cake Service Consumption: What are the Structural Dimensions?
Published on Jan 1, 2015
· DOI :10.1007/978-3-319-17055-8_105
Estimated H-index: 9
Health care service is even more difficult for consumers to evaluate than most other services, because, this esoteric discipline is too technical for the average health care consumer. Nevertheless, health care providers would benefit tremendously from aknowledge of how their consumers evaluate the quality of the health care service that their organizations provide. Parasuraman, Zeithaml and Berry (1986) developed a scale (SERVQUAL) that can be used to measure consumer perceptions of the quality of service. This paper reviews the literature on patient satisfaction and borrows from SERVQUAL to develop a model of perceived quality in health care service consumption.