Exploring perceptions of hospital operations by a modified SERVQUAL approach.
Exploring perceptions of hospital operations by a modified SERVQUAL approach.
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通过修改后的 SERVQUAL 方法探索对医院运营的看法。
DOI：
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发表时间：
1990
期刊：
影响因子：
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通讯作者：
B. Sandifer
中科院分区：
文献类型：
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作者：
Reid Re;B. Sandifer
作者采用改进的SERVQUAL方法来了解患者对住院、门诊和急诊室服务的看法与他们对服务质量、护理满意度和向他人推荐医院服务的意愿的总体看法之间的关系。这些感知和相关的行为变量的三个模型被开发。主导这些模型的是一个被称为“患者信心”的维度，它对几乎所有患者满意度的测量都有重大影响。
The authors employ a modified SERVQUAL approach to understanding the relationships among patients' perceptions of inpatient, outpatient, and emergency room services and their overall perceptions of service quality, satisfaction with their care, and willingness to recommend the hospital's services to others. Three models of these perceptions and related behavioral variables are developed. Dominating these models is a dimension labeled "patient confidence," which has a significant impact on nearly all measures of patient satisfaction.