Service quality in hospitals: more favourable than you might think
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 June 2003
Abstract
This paper examines and measures the quality of services provided by private hospitals in Malaysia. Empirical research is used to determine patients’ expectations and perceptions of the quality of service, and a comprehensive scale adapted from SERVQUAL is empirically evaluated for its usefulness in the Malaysian hospital environment. Results based on testing the mean differences between expectations and perception indicate that patients’ perceived value of the services exceed expectations for all the variables measured. A comparative analysis with similar studies in other regions is reported, and the implications are discussed.
Keywords
Citation
Sadiq Sohail, M. (2003), "Service quality in hospitals: more favourable than you might think", Managing Service Quality: An International Journal, Vol. 13 No. 3, pp. 197-206. https://doi.org/10.1108/09604520310476463
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited