PURPOSE: The purpose of this paper is to synthesize existing quality-measurement models and applies them to healthcare by combining a Nordic service-quality with an American service performance model. DESIGN/METHODOLOGY/APPROACH: Results are based on a questionnaire survey of 1,298 respondents. Service quality dimensions were derived and related to satisfaction by employing a multinomial logistic model, which allows prediction and service improvement. FINDINGS: Qualitative and empirical evidence indicates that customer satisfaction and service quality are multi-dimensional constructs, whose quality components, together with convenience and cost, influence the customer's overall satisfaction. ORIGINALITY/VALUE: The proposed model identifies important quality and satisfaction issues. It also enables transitions between different responses in different studies to be compared.
PURPOSE: The purpose of this paper is to synthesize existing quality-measurement models and applies them to healthcare by combining a Nordic service-quality with an American service performance model. DESIGN/METHODOLOGY/APPROACH: Results are based on a questionnaire survey of 1,298 respondents. Service quality dimensions were derived and related to satisfaction by employing a multinomial logistic model, which allows prediction and service improvement. FINDINGS: Qualitative and empirical evidence indicates that customer satisfaction and service quality are multi-dimensional constructs, whose quality components, together with convenience and cost, influence the customer's overall satisfaction. ORIGINALITY/VALUE: The proposed model identifies important quality and satisfaction issues. It also enables transitions between different responses in different studies to be compared.
Authors: Ming Yang; Elizabeth Wu; Huiying Rao; Fanny H Du; Angela Xie; Shanna Cheng; Cassandra Rodd; Andy Lin; Lai Wei; Anna S Lok Journal: Dig Dis Sci Date: 2016-06-02 Impact factor: 3.199