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| Author: | Olandt, H. Benkenstein, M. |
| Title: | Modelle der Dienstleistungsqualität in Kliniken |
| Journal: | Zeitschrift für Betriebswirtschaft
1999 : ERGÄNZUNGSHEFT 5, p. 111-124 |
| Index terms: | HOSPITAL MANAGEMENT QUALITY SERVICE QUALITY |
| Language: | ger |
| Abstract: | At present an increased interest in the quality measurement at hospitals exists. Therefore one question is revealed to what extent can existing service quality models be applied to the special case of hospital services. This paper compa- ratively examines the suitability of the SERVQUAL approach by Parasuraman/Zeithaml/Berry and the subservice related quality model for services with a high complexity by Güthoff. To this purpose it is analysed to what degree the quality dimensions of both approaches concur with the qua- lity perception of hospital patients. The confirmatory fac- tor analysis is used as examination method. The comparison of the empirical results for both approaches leads to the understanding that the subservice related approach obviously seems to be more suitable for hospital services |
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