Adapted SERVQUAL: A health service quality scale incorporating indicators of sanitation and hygiene
Methods: The setting of the study was low-and medium-capacity hospitals in the Greater
Accra Region of Ghana. Patients in wards and outpatient departments in the hospitals
participated in the study. We used relevant statistical tools to estimate the psychometric
properties of ADAPTED SERVQUAL. To understand the relative importance of the new
scale, we compared and related it to a recent scale, HEALTHQUAL. Results: Principal
component analysis yielded 6 factors:“tangibles,”“reliability,”“responsiveness,”“assurance,”“ …
Accra Region of Ghana. Patients in wards and outpatient departments in the hospitals
participated in the study. We used relevant statistical tools to estimate the psychometric
properties of ADAPTED SERVQUAL. To understand the relative importance of the new
scale, we compared and related it to a recent scale, HEALTHQUAL. Results: Principal
component analysis yielded 6 factors:“tangibles,”“reliability,”“responsiveness,”“assurance,”“ …
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