An evaluation of SERVQUAL and patient loyalty in an emerging country context (Record no. 37684)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 02365naa a2200253uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 0120915470337 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211174023.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 101209s2010 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | LONIAL, Subhash |
| 9 (RLIN) | 43263 |
| 245 10 - TITLE STATEMENT | |
| Title | An evaluation of SERVQUAL and patient loyalty in an emerging country context |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | July/Aug. 2010 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | The growth of the service sector in the US spawned a strong interest and growing body of literature related to the measurement of service quality. SERVQUAL, a multi-item scale first proposed by Parasuraman, Zeithaml, and Berry (1985), has been used for measuring customer perceptions of service quality across a wide variety of service environments including healthcare in the US. There is a dearth of research that relates to an evaluation of SERVQUAL across various cultural and economic environments. This empirical study is an attempt to fill this gap by focusing on the healthcare environment in Istanbul, Turkey. In addition to a rigorous evaluation of SERVQUAL using confirmatory factor analysis, measures of internal consistency and discriminant validity, the relationships between the various dimensions of SERVQUAL, an overall measure of service quality and patient loyalty are evaluated using structural equations modelling and path analysis. A number of hypotheses are developed and tested. The results suggest that SERVQUAL and its dimensions of perceived service quality are reliable and valid across cultural and economic environments in the context of healthcare/hospital albeit some need for adaptation. Path analysis indicates that service quality directly affects both overall quality of and feelings toward hospital services. Overall quality affects customer repatronage intentions and feelings towards hospital services. However, no significant relationship was found between service quality and repatronage intention |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 21 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Numbers 7-8 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | MENEZES, Dennis |
| 9 (RLIN) | 43264 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | TARIM, Mehves |
| 9 (RLIN) | 43265 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | TATOGLU, Ekrem |
| 9 (RLIN) | 35046 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | ZAIM, Selim |
| 9 (RLIN) | 35047 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 21, 7-8, p. 813-828 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, July/Aug. 2010 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20101209 |
| Operator's initials, OID (RLIN) | 1547^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20101209 |
| Operator's initials, OID (RLIN) | 1709^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
No items available.
