PURPOSE: This paper attempts to explore the concept of service quality in a health care setting. DESIGN/METHODOLOGY/APPROACH: This paper probes the definition of service quality from technical and functional aspects for a better understanding on how consumers evaluate the quality of health care. It adopts the conceptual model of service quality frequently used by the most researchers in the health care sector. The paper also discusses several service quality dimensions and service quality problems in order to provide a more holistic conception of hospital service quality. FINDINGS: The paper finds that service quality in health care is very complex as compared to other services because this sector highly involves risk. ORIGINALITY/VALUE: The paper adds a new perspective towards understanding how the concept of service quality is adopted in a health care setting.
PURPOSE: This paper attempts to explore the concept of service quality in a health care setting. DESIGN/METHODOLOGY/APPROACH: This paper probes the definition of service quality from technical and functional aspects for a better understanding on how consumers evaluate the quality of health care. It adopts the conceptual model of service quality frequently used by the most researchers in the health care sector. The paper also discusses several service quality dimensions and service quality problems in order to provide a more holistic conception of hospital service quality. FINDINGS: The paper finds that service quality in health care is very complex as compared to other services because this sector highly involves risk. ORIGINALITY/VALUE: The paper adds a new perspective towards understanding how the concept of service quality is adopted in a health care setting.