The applicability of SERVQUAL in cross‐national measurements of health‐care quality
William E. Kilbourne
(Professor of Marketing, Department of Marketing, Clemson University, Clemson, South Carolina, USA)
Jo Ann Duffy
(Professor of Marketing, Department of Management and Marketing, Sam Houston University, Huntsville, Texas, USA)
Michael Duffy
(Professor of Counseling Psychology, Department of Educational Psychology, Texas A&M University, College Station, Texas, USA)
George Giarchi
(Professor of Health and Social Work, University of Plymouth, Plymouth, UK)
5777
Abstract
This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and UK. The results confirm a stable, four‐factor structure that is similar to previously defined service quality dimensions and is invariant across the countries studied.
Keywords
Citation
Kilbourne, W.E., Duffy, J.A., Duffy, M. and Giarchi, G. (2004), "The applicability of SERVQUAL in cross‐national measurements of health‐care quality", Journal of Services Marketing, Vol. 18 No. 7, pp. 524-533. https://doi.org/10.1108/08876040410561857
Publisher
:Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited