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Patient perceptions of service quality: combining the dimensions

James M. Carman (Professor Emeritus, Haas School of Business Administration and Public Health, University of California, Berkeley, USA)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 July 2000

Abstract

Empirically investigates, using a conjoint methodology, the importance weights given the attributes of quality for acute care hospital services. The study shows consumers evaluated the technical dimensions of nursing care, physician care, and outcome as more important than the accommodation functions of hospital care, and there are significant interactions among the technical dimensions. Both sets of dimensions were important and significant, but technical quality evaluations were not influenced by the perceived quality level of the affective attributes. The relative importance of these attributes were quite stable among various subgroups of past patients.

Keywords

Citation

Carman, J.M. (2000), "Patient perceptions of service quality: combining the dimensions", Journal of Services Marketing, Vol. 14 No. 4, pp. 337-352. https://doi.org/10.1108/08876040010334565

Publisher

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MCB UP Ltd

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