TY  - JOUR
AB  - Purpose– The paper aims to focus on an augmented SERVQUAL instrument that was used to measure private patients' service expectations and perceptions.Design/method/approach– A questionnaire was administered to 750 and 34 per cent responded.Findings– A new service quality instrument called PRIVHEALTHQUAL emerged from the study, based on factor and reliability analysis. The “reliability and fair and equitable treatment” factor was found to be the most important healthcare service quality dimension.Originality/value– Adds to the existing body of research on service quality and demonstrates that SERVQUAL is not a generic service quality measure for all industries.
VL  - 21
IS  - 1
SN  - 0952-6862
DO  - 10.1108/09526860810841192
UR  - https://doi.org/10.1108/09526860810841192
AU  - Roshnee Ramsaran‐Fowdar Rooma
PY  - 2008
Y1  - 2008/01/01
TI  - The relative importance of service dimensions in a healthcare setting
T2  - International Journal of Health Care Quality Assurance
PB  - Emerald Group Publishing Limited
SP  - 104
EP  - 124
Y2  - 2024/04/25
ER  -