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Investigating service quality dimensions through exploratory factor analysis in a healthcare setting

conference contribution
posted on 06.12.2017, 00:00 by Rooma Ramsaran
The most widely accepted measurement scale for service quality is the SERVQUAL instrument. One of the criticisms leveled against the SERVQUAL scale is its inappropriateness as a generic measure for all service settings. Empirical research as to the dimensionality of service quality within a professional service environment, in particular, private healthcare, has been scanty and this study therefore aimed to extend the line of research in service quality measurement. Existing research on multi-expectations standards of consumers being in the exploratory stage in empirical investigations, another aim of this study was also to explore the use of desired and adequate expectations in service quality evaluations. In the exploratory stage of the study, a comprehensive literature review and in-depth interviews were performed to investigate into service quality issues for the private healthcare sector. A questionnaire was subsequently designed and administered to a sample of 500 respondents. A response rate of 40 % was achieved and the data were analysed using exploratory factor analysis and reliability tests. The results revealed that SERVQf!AL is not a comprehensive measure of service quality and additional dimensions such as "Core Medical Services/Professionalism/Skill and Competence" and "Information Dissemination" are important in a private healthcare setting. A new service quality instrument applicable in a private healthcare environment called PRIVHEALTHQUAL thus emerged from the study.

History

Parent Title

International Conference on Services Management, March 11-12 2005, New Delhi.

Start Page

208

End Page

216

Number of Pages

9

Start Date

01/01/2005

Location

New Delhi, India

Publisher

Institute for International Management and Technology

Place of Publication

New Delhi

Peer Reviewed

Yes

Open Access

No

External Author Affiliations

University of Mauritius;

Era Eligible

Yes

Name of Conference

International Conference on Services Management

Exports

CQUniversity

Exports