1.
Health Care Manage Rev
; 23(4): 81-96, 1998.
Article
in English
| MEDLINE
| ID: mdl-9803321
ABSTRACT
The identification and measurement of service quality are critical factors that are responsible for customer satisfaction. This article identifies 11 attributes that define quality of care and patient satisfaction and reveals various gaps among the patient, physician, and administrator groups in the perceived importance of those dimensions. Managerial implications for patient-focused health care are discussed.