A Proposed Model for Measuring Service Quality in the Public Health Care Sector

Liz Gill, Lesley White

Research output: Book chapter/Published conference paperConference paperpeer-review

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The measurement of service quality in the Australian public health sector has received little attention, despite a significant body of evidence highlighting its importance. This paper reviews studies of services quality in health care, identifying additional key domains. Of 36 studies reviewed, only three have gone well beyond the SERVQUAL framework and five have adopted an entirely different approach. A model is proposed to specifically include those domains. The independent variables which are postulated to determine perceived service quality in the public health care sector are Reliability, Responsiveness, Assurance, Joint Decision Making, Caring, Risk, Continuity, Collaboration, Outcome, Empathy and Tangibles.
Original languageEnglish
Title of host publicationAdvancing theory, maintaining relevance
EditorsMrs Elizabeth Macpherson, Ms Ingrid Larkin
Place of PublicationBrisbane, Qld
PublisherQueensland University of Technology
Number of pages9
ISBN (Electronic)1741071593
Publication statusPublished - 2006
EventAustralian and New Zealand Marketing Academy (ANZMAC) Conference - Fremantle, Perth, Australia
Duration: 05 Dec 200607 Dec 2006


ConferenceAustralian and New Zealand Marketing Academy (ANZMAC) Conference


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