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SERVICE QUALITY: DEFINITIONS, DETERMINANTS AND MEASUREMENT

Training for Quality

ISSN: 0968-4875

Article publication date: 1 December 1993

Abstract

Concerned with customer service/quality in service sector organizations, reviews some of the core literature in which service quality is defined and its determinants are identified. Follows with some examples of research completed in the Manchester School of Management which focus on the measurement of service quality in the health care sector; namely, hospital in‐patients, general practice patients, and users of family planning services.

Keywords

Citation

Lewis, B.R. (1993), "SERVICE QUALITY: DEFINITIONS, DETERMINANTS AND MEASUREMENT ", Training for Quality, Vol. 1 No. 2. https://doi.org/10.1108/09684879310045277

Publisher

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MCB UP Ltd

Copyright © 1993, MCB UP Limited