Pregled bibliografske jedinice broj: 271858
Applying a Multiple-item Scale for Measuring the Quality of the Medical Services of Primary Care Doctors: An Exploratory Study
Applying a Multiple-item Scale for Measuring the Quality of the Medical Services of Primary Care Doctors: An Exploratory Study // South East European Journal of Economics and Business, 2 (2006), 70.-79. (podatak o recenziji nije dostupan, članak, znanstveni)
CROSBI ID: 271858 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
Applying a Multiple-item Scale for Measuring the Quality of the Medical Services of Primary Care Doctors: An Exploratory Study
Autori
Mujić, Nihada ; Legčević, Jelena
Izvornik
South East European Journal of Economics and Business (1840-118X) 2
(2006);
70.-79.
Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni
Ključne riječi
SERVQUAL; multivariate statistical analysis; service quality
Sažetak
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.
Izvorni jezik
Engleski
Znanstvena područja
Pravo
Citiraj ovu publikaciju:
Časopis indeksira:
- EconLit
