Naslov
Service Quality and Customer Satisfaction in the Health Care Industry - Towards Health Tourism Market

Autori
Marković, Suzana ; Lončarić, Dina ; Lončarić, Damir

Izvornik
Tourism and hospitality management (1330-7533) 20 (2014), 2; 155-170

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
service quality; customer satisfaction; SERVQUAL; health care industry; health tourism

Sažetak
Service quality and customer satisfaction have been extensively researched in the profit sector, but are also important in the non- profit sector. Specialty hospitals and health spas operate in the non-profit sector in Croatia, but some of them try to provide a part of their services to the health tourism market. Hospitals that work in the non-profit sector and especially those that see their future in the health tourism market need to pay attention to service quality and customer satisfaction. Although specialty hospitals are a vital segment of the Croatian health system, there has not been enough research regarding service quality and customer satisfaction measurement in that sector. Therefore, the purpose of this study is to assess the impact of service quality on customer satisfaction in the healthcare sector.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA