engleski

Applying a Multiple-item Scale for Measuring the Quality of the Medical Services of Primary Care Doctors: An Exploratory Study

The findings discussed in this article are a study in which patients assessments of service quality were measured for services of primary care doctors in Osijek. In this study, originally SERVQUAL instrument was used to measure service quality which was distributed to 434 patients from the different Primary care doctors in Osijek. Data collection was performed during July to November 2004. The total SERVQUAL score is negative (-2.02). Patients have higher expectations according to all items and dimensions. The major implication for managers is that an improvement in behavior and responsiveness of their employees is most likely to enhance customer perceptions of service quality.

SERVQUAL; multivariate statistical analysis; service quality

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