MEASUREMENT ISSUES IN HEALTH CARE SERVICE QUALITY

Abstract

No system can be designed and operated effectively if the quality of the product or service is not understood or correctly measured. Therefore, it seems that discussions about service quality, its dimensionality, structure and measurement will never end. Logically, without a valid measure, it would be difficult to establish and implement appropriate tactics or strategies for service quality management. Therefore, for the success of health care organizations, as well as for other service industries, accurate measurement of service quality is of ultimate importance.
This study to some extent reiterates the researches done by Lee, Delene, Bunda and Kim (2000) and Walbridge & Delene (1993) and can be treated as efforts to examine the effect of alternative measurement methods on the results of health care service quality as perceived by physicians, patients and administrators.

DOI: http://dx.doi.org/10.5755/j01.em.17.1.2280