Abstract
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 language | English |
|---|---|
| Title of host publication | Advancing theory, maintaining relevance |
| Editors | Mrs Elizabeth Macpherson, Ms Ingrid Larkin |
| Place of Publication | Brisbane, Qld |
| Publisher | Queensland University of Technology |
| Pages | 1-9 |
| Number of pages | 9 |
| ISBN (Electronic) | 1741071593 |
| Publication status | Published - 2006 |
| Event | Australian and New Zealand Marketing Academy (ANZMAC) Conference - Fremantle, Perth, Australia Duration: 05 Dec 2006 → 07 Dec 2006 |
Conference
| Conference | Australian and New Zealand Marketing Academy (ANZMAC) Conference |
|---|---|
| Country/Territory | Australia |
| Period | 05/12/06 → 07/12/06 |
