TY  - JOUR
AB  - Purpose The purpose of this paper is to determine the best measure among several alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and develop a scale which healthcare providers can use for measurement of healthcare service quality.Design/methodology/approach The study involved two phases. The first phase was through a series of in-depth interviews with experts and patients followed by a pilot study. Subsequently, the second phase involved a quantitative phase through surveys with 384 patients. Alternative measures were analyzed using coefficient (Cronbach) α, composite reliability, factor analysis and logistic regression analysis.Findings Findings confirmed “Weighted SERVPERF” using an interactive methodology as the most appropriate for measurement of healthcare service quality.Originality/value Using the model and scale developed, healthcare providers will be able to measure healthcare service quality and identify areas of shortfall and act accordingly to improve delivery through allocating resources in service areas that would generate the greatest returns in customer satisfaction. Enhancing satisfaction will ultimately generate patient loyalty and positive recommendation behavior.
VL  - 32
IS  - 2
SN  - 0952-6862
DO  - 10.1108/IJHCQA-05-2016-0069
UR  - https://doi.org/10.1108/IJHCQA-05-2016-0069
AU  - Shafei Ingy
AU  - Walburg Jan
AU  - Taher Ahmed
PY  - 2019
Y1  - 2019/01/01
TI  - Verifying alternative measures of healthcare service quality
T2  - International Journal of Health Care Quality Assurance
PB  - Emerald Publishing Limited
SP  - 516
EP  - 533
Y2  - 2024/09/22
ER  -