The applicability of SERVQUAL in cross‐national measurements of health‐care quality

William E. Kilbourne (Professor of Marketing, Department of Marketing, Clemson University, Clemson, South Carolina, USA)
Jo Ann Duffy (Professor of Marketing, Department of Management and Marketing, Sam Houston University, Huntsville, Texas, USA)
Michael Duffy (Professor of Counseling Psychology, Department of Educational Psychology, Texas A&M University, College Station, Texas, USA)
George Giarchi (Professor of Health and Social Work, University of Plymouth, Plymouth, UK)

Journal of Services Marketing

ISSN: 0887-6045

Publication date: 1 December 2004


This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and UK. The results confirm a stable, four‐factor structure that is similar to previously defined service quality dimensions and is invariant across the countries studied.



Kilbourne, W., Duffy, J., Duffy, M. and Giarchi, G. (2004), "The applicability of SERVQUAL in cross‐national measurements of health‐care quality", Journal of Services Marketing, Vol. 18 No. 7, pp. 524-533.

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Copyright © 2004, Emerald Group Publishing Limited

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