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Article
Publication date: 13 February 2017

Yvon Pesqueux

292

Abstract

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Society and Business Review, vol. 12 no. 1
Type: Research Article
ISSN: 1746-5680

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Article
Publication date: 15 August 2016

Brian Young

332

Abstract

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Young Consumers, vol. 17 no. 3
Type: Research Article
ISSN: 1747-3616

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Article
Publication date: 17 August 2015

Brian Young

151

Abstract

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Young Consumers, vol. 16 no. 3
Type: Research Article
ISSN: 1747-3616

Content available
Article
Publication date: 15 August 2016

Cleopatra Veloutsou and Francisco Guzman

326

Abstract

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Journal of Product & Brand Management, vol. 25 no. 5
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 2 September 2014

Andrew Lindridge

94

Abstract

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Qualitative Market Research: An International Journal, vol. 17 no. 4
Type: Research Article
ISSN: 1352-2752

Abstract

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Asia Pacific Journal of Marketing and Logistics, vol. 32 no. 6
Type: Research Article
ISSN: 1355-5855

Open Access
Article
Publication date: 16 January 2023

Mushtaq Ahmad Darzi, Sheikh Basharul Islam, Syed Owais Khursheed and Suhail Ahmad Bhat

The purpose of this study is to summarize the available pool of literature on service quality to identify different dimensions of service quality in the healthcare industry and…

6471

Abstract

Purpose

The purpose of this study is to summarize the available pool of literature on service quality to identify different dimensions of service quality in the healthcare industry and understand how it is measured. The study attempts to explore the research gaps in the literature about different service quality dimensions and patient satisfaction.

Design/methodology/approach

A systematic literature review process was followed to achieve the objectives of the study. Various inclusion and exclusion criteria were used to select relevant research articles from 2000–2020 for the study, and a total of 100 research articles were selected.

Findings

The study identified 41 different dimensions of healthcare service quality measurement and classified these dimensions into four categories, namely servicescape, personnel, hospital administration and patients. It can be concluded that SERVQUAL is the most widely used service quality measurement tool.

Originality/value

The study identified that a majority of the researchers deduced a positive relationship between SERVQUAL dimensions and the quality of healthcare services. The findings of study will assist hospital executives in formulating effective strategies to ensure that patients receive superior quality healthcare services.

Details

LBS Journal of Management & Research, vol. 21 no. 1
Type: Research Article
ISSN: 0972-8031

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