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Identifying Health Care Quality Attributes

Published in JHHSA, Vol. 27 No. 4

Evaluating health care quality is important for consumers,
health care providers, and society. Developing a measure of health care
service quality is an important precursor to systems and organizations
that value health care quality. SERVQUAL has been proposed as a
broad-based measure of service quality that may be applicable to health
care settings. Results from a study described in this paper verify
SERVQUAL dimensions, but demonstrate additional dimensions that
are specific to health care settings.

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