International Journal of Health Care Quality Assurance: Volume 21 Issue 1
Addressing the issues of management and quality
Table of contents - Special Issue: Patient satisfaction structures, processes and outcomes
Gearing service quality into public and private hospitals in small islands: Empirical evidence from Cyprus
Huseyin Arasli, Erdogan Haktan Ekiz, Salih Turan KatirciogluThe purpose of this research is to develop and compare some determinants of service quality in both the public and private hospitals of Northern Cyprus. There is considerable lack…
Measuring the three process segments of a customer's service experience for an out‐patient surgery center
Angela M. Wicks, Wynne W. ChinThe purpose of this research is to develop an alternative method of measuring out‐patient satisfaction where satisfaction is the central construct. The Gap Model operationalized…
Pessimism and hostility scores as predictors of patient satisfaction ratings by medical out‐patients
Brian A. Costello, Thomas G. McLeod, G. Richard Locke, Ross A. Dierkhising, Kenneth P. Offord, Robert C. ColliganThe purpose of this research is to determine whether a pessimistic or hostile personality style adversely affects satisfaction with out‐patient medical visits. Many patient and…
The role of understanding customer expectations in aged care
Leib LeventhalThe purpose of this paper is to argue that understanding and exceeding customer expectations in the aged care services is more complex than other health services and general…
Patient claims and complaints data for improving patient safety
Pia Maria Jonsson, John ØvretveitThe purpose of this paper is to describe patient complaints and claims data from Swedish databases and assess their value for scientific research and practical health care…
Evaluating hospital service quality from a physician viewpoint
Peter Hensen, Meinhard Schiller, Dieter Metze, Thomas LugerThe purpose of this research is to show that referring physicians play a strategic role in health care management. This study aims to evaluate the perception of hospital services…
The influence of service quality and patients' emotions on satisfaction
Maria Helena Vinagre, José NevesThe purpose of this research is to develop and empirically test a model to examine the major factors affecting patients' satisfaction that depict and estimate the relationships…
The relative importance of service dimensions in a healthcare setting
Rooma Roshnee Ramsaran‐FowdarThe paper aims to focus on an augmented SERVQUAL instrument that was used to measure private patients' service expectations and perceptions.
ISSN:
0952-6862Online date, start – end:
1988Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Professor Charu Chandra
- Professor Sameer Kumar