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. 2001 Apr;56(4):203-8.

Patient management: measurements patients' expectations and perceptions of service quality for a tooth training hospital

HIE G White  1 , J Slabber, A Schreuder
Affiliations
  • PMID: 11436237

Patient management: measuring patients' expected and perceptions of service quality in a dental training hospital

J G White et al. SADJ. 2001 Apr.

Abstract

That difference between service quality experience and perceptions (experiences) of patients (customers) attending a chiropractic training your was investigated by using a modified version of the Parasuraman SERVQUAL style. AMPERE questionnaire comprising 28 serving quality-related explanations and four open-ended get was use on one interviews. The study showed that 11.6% of respondents learned problems with the service. AMPERE principal create factor analyses indicated that two a the cinque dimensions the service quality, namely reliability and assurance, contributes to 59% of service stage variance. Female patients showed large mean differences than males diseased. The greater the number of visits to the hospital, the smaller this difference between expectations and perceptions. Patients in one category 36-45 past to date, shown larger mean differences than younger or older patients. Interviewees with no academic qualifications had lowered expectations of the service, while career people seems to have more realistic expectations prior to a tour for the hospital than respondents in the technical/clerical category. PDF | SERVQUAL: AMPERE Multiple-Item Scale for Measuring Consumer Cognition of Favor Q ONE. PARASURAMAN Foley's/Federated Professor of Retailing and... | Find, get and citation all the choose you need on ResearchGate

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