Measuring service quality and its relationship to future consumer behavior

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Authors
Headley, Dean E.
Miller, Stephen J.
Issue Date
1993
Type
Article
Language
en_US
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Abstract

The authors adapt the SERVQUAL scale for medical care services and examine it for reliability, dimensionality, and validity in a primary care clinic setting. In addition, they explore the possibility of a link between perceived service quality--and its various dimensions--and a patient's future intent to complain, compliment, repeat purchase, and switch providers. Findings from 159 matched-pair responses indicate that the SERVQUAL scale can be adapted reliably to a clinic setting and that the dimensions of reliability, dependability, and empathy are most predictive of a patient's intent to complain, compliment, repeat purchase, and switch providers.

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Citation
Headley DE, and SJ Miller. 1993. "Measuring service quality and its relationship to future consumer behavior". Journal of Health Care Marketing. 13 (4): 32-41.
Publisher
Center for Management Development, John A. Walker College of Business
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ISSN
0737-3253
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