Adapting the Servqual Scale to Primary Health Care Services in Spain

Academic Public Administration Studies

Adapting the Servqual Scale to Primary Health Care Services in Spain

Show full item record

Title: Adapting the Servqual Scale to Primary Health Care Services in Spain
Author: Miranda, Francisco Javier; Mera, Antonio Chamorro; Hernandez, Maria Isabel Sanchez; Murillo, Luis Regino; Cervera, Juan Vega
Abstract: Patients’ perceptions about health services seem to have been largely ignored by health care providers in developing countries. That such perceptions, especially about service quality, might shape confidence and subsequent behaviours with regard to choice and usage of the available health care facilities is reflected in the fact that many patients avoid the system or avail it only as a measure of last resort. Through the use of HEALTHQUAL scale adapted from SERVQUAL scale in the context of primary health care centers, we measure the perceptions service quality, both by the users and the health center managers in Spain. With this information, it was possible to calculate de size of Gap 6, proposed by Lewis, of discrepancy among the customers’ perceptions and the perceptions of health center managers. Using factor analysis and multiple regressions, significant associations were found between the service quality dimensions and patient satisfaction. Implications and future research issues are discussed.
URI: http://www.apas.admpubl.snspa.ro/handle/2010/214
Date: 2010-07-05


Files in this item

Files Size Format View
P29_MIRANDA.pdf 257.7Kb PDF View/Open

This item appears in the following Collection(s)

Show full item record

Search APAS


Advanced Search

Browse

My Account

Statistics