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PRIMARY HEALTHCARE SERVICE QUALITY MEASUREMENT: SERVQUAL SCALE

Ekonomski vjesnik/Econviews

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Field Value
 
Title PRIMARY HEALTHCARE SERVICE QUALITY MEASUREMENT: SERVQUAL SCALE
 
Creator Mečev, Dijana
Kardum Goleš, Ivana
 
Description The purpose of this study is to examine customers’ perceptions of primary healthcare service quality in public institutions in the city of Šibenik. The research was aimed at investigating whether there is difference between customers` expectations and their satisfaction with received medical services. The findings suggest that primary healthcare public institutions need to improve all the dimensions of SERVQUAL service quality from the gap analysis carried out. Furthermore, the research analyzed whether there is difference in the perception of given healthcare service between examinees considering their gender, age, employment status and frequency of using the mentioned services. It was established that demographic variables of age and gender do not generate significant differences in the perception of healthcare service quality while there is significant difference in satisfaction regarding employment status and frequency of services usage. The given results partially differ from the data acquired in other relevant and similar studies. The factor analysis which was conducted did not confirm “a priori” accepted theoretical model of Parasuraman et al. (1988) which claims that the concept of quality has five dimensions. On the contrary, it reached the conclusion that three highly reliable factors were identified regarding the perceived quality of primary healthcare services. Keywords: primary healthcare sector, SERVQUAL, factor analysis, reliability analysis
 
Publisher Josip Juraj Strossmayer University of Osijek, Faculty of Economics in Osijek
 
Date 2015-07-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
application/vnd.openxmlformats-officedocument.wordprocessingml.document
 
Identifier https://hrcak.srce.hr/ojs/index.php/ekonomski-vjesnik/article/view/3145
 
Source Ekonomski vjesnik/Econviews - Review of Contemporary Business, Entrepreneurship and Economic Issues; Svezak 28 Br. 1 (2015); 161-177
Ekonomski vjesnik/Econviews - Review of Contemporary Business, Entrepreneurship and Economic Issues; Vol 28 No 1 (2015); 161-177
1847-2206
0353-359X
 
Language eng
 
Relation https://hrcak.srce.hr/ojs/index.php/ekonomski-vjesnik/article/view/3145/2009
https://hrcak.srce.hr/ojs/index.php/ekonomski-vjesnik/article/view/3145/4069