Service quality in NHS hospitals
Fayek Youssef
(Aston Business School, Aston University, Birmingham)
Deon Nel
(Aston Business School, Aston University, Birmingham)
Tony Bovaird
(Aston Business School, Aston University, Birmingham)
2635
Abstract
Discusses the utilization of an instrument – SERVQUAL – as a means of assessing patient satisfaction with service quality. Patients treated (174) for a variety of health problems in a number of departments completed the SERVQUAL questionnaire. There is a dearth of knowledge in this important field and the authors note that the results indicate the need for improvement in service quality as identified by the study population.
Keywords
Citation
Youssef, F., Nel, D. and Bovaird, T. (1995), "Service quality in NHS hospitals", Journal of Management in Medicine, Vol. 9 No. 1, pp. 66-74. https://doi.org/10.1108/02689239510080502
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited