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.E., Duffy, J.A., 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. https://doi.org/10.1108/08876040410561857Download as .RIS
Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited