Purpose The purpose of this paper is to determine the best measure among several
alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and …

Hospitals are increasingly realizing the need to focus on service quality as a measure to
improve their competitive position in today's highly competitive environment. The aim of the …

Applying marketing in health care services is presently an essential element for every
manager or policy maker. In order to be successful, a health care organization has to identify …

Measuring and evaluating the satisfaction level of the individuals who benefit from
healthcare services is very important and may assist improving healthcare service quality …

Purpose The purpose of this paper is to develop a systematic approach to predict service
quality dimension's influence on service quality using a novel analysis based on data …

The service quality measurement scale (SERVQUAL) has been widely used in research to
measure quality of service. The aim of this paper is to demonstrate the use of SERVQUAL for …

A field study was conducted in Ayub Teaching Hospital in the outpatient department, to
evaluate the level of service quality offered by the healthcare services with a view to …

Purpose–The paper aims to focus on an augmented SERVQUAL instrument that was used
to measure private patients' service expectations and perceptions. Design/method/approach …

Patient perceptions of service quality have become a critical component in measuring
quality of care and healthcare services. The SERVPERF model of measurement for …

Today's dynamic marketing environment encompasses a world of stiff competition and
sophisticated demand, hence quality is a pre requisite for survival. In case of services …