Adapting the SERVQUAL scale to China hospitals services

Adapting the SERVQUAL scale to China hospitals services

A survey research instrument called SERVQUAL is used to measure service quality. In China, the health care system is quite different from that of other countries; how to adapt the SERVQUAL scale to Chinese hospitals services becomes a research subject. A system to measure Chinese health service qual...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Hauptverfasser: Xiangnan Lu, Manlu Liu
Format: Tagungsbericht
Sprache:eng
Schlagworte:
Educational institutions
Hospitals
Instruments
Length measurement
Measurement standards
Medical services
Quality management
Standards development
Stress
Weapons
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Beschreibung
Zusammenfassung:A survey research instrument called SERVQUAL is used to measure service quality. In China, the health care system is quite different from that of other countries; how to adapt the SERVQUAL scale to Chinese hospitals services becomes a research subject. A system to measure Chinese health service quality that considers China's special situation is needed. In this paper, a series of Chinese hospitals are studied. A system of measuring Chinese health service quality based on the SERVQUAL instrument is built.
DOI:10.1109/ICMIT.2000.917326