Discusses the utilization of an instrument--SERVQUAL--as a means of assessing patient satisfaction with service quality. Patients treated (174) for a variety of health problems in a number of departments completed the SERVQUAL questionnaire. There is a dearth of knowledge in this important field and the authors note that the results indicate the need for improvement in service quality as identified by the study population.
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Youssef et al. (1995) studied this question.
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