The purpose of this paper is to synthesize existing quality-measurement models and applies them to healthcare by combining a Nordic service-quality with an American service performance model.
Results are based on a questionnaire survey of 1,298 respondents. Service quality dimensions were derived and related to satisfaction by employing a multinomial logistic model, which allows prediction and service improvement.
Qualitative and empirical evidence indicates that customer satisfaction and service quality are multi-dimensional constructs, whose quality components, together with convenience and cost, influence the customer's overall satisfaction.
The proposed model identifies important quality and satisfaction issues. It also enables transitions between different responses in different studies to be compared.
Pantouvakis, A. and Bouranta, N. (2014), "Quality and price – impact on patient satisfaction", International Journal of Health Care Quality Assurance, Vol. 27 No. 8, pp. 684-696. https://doi.org/10.1108/IJHCQA-10-2013-0128
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