The applicability of SERVQUAL in cross‐national measurements of health‐care quality
作者： William E. Kilbourne , Jo Ann Duffy , Michael Duffy , George Giarchi
DOI: 10.1108/08876040410561857
关键词:
摘要: This study investigates the applicability of a modified SERVQUAL instrument as means measuring residents' perceptions long‐term health‐care service quality in USA and UK. The results confirm stable, four‐factor structure that is similar to previously defined dimensions invariant across countries studied.
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