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Volume :4 Issue : 1 1996      Add To Cart                                                                    Download

Measuring Service Quality Using the Perceptions-Minus- Expectations Scale: A Methodological Approach and an Application on the Health Care Service in the State of Kuwait

Auther : Thabet A. Edris

This study investigates the applicability and efficacy of the perceptions minus-expectations scale (SERVQUAL) within the domain of health care services provided by public hospitals and other health centers in Kuwait. The results reveal that there is a negative gap between Kuwaiti patient’s expectations and management’s perceptions of these expectations with respect to certain aspects of the quality of health care service, including empathy, responsiveness, tangibles, and assurance. Another gap is found between patient’s perceptions and expectations with regard to all aspects of the quality of health care service. The SERVQUAL scale is found in this study as an applicable measure of the quality of health care service in terms of its reliability, dimensionality, and validity. It explains significantly a reasonable percentage of the overall perceived quality of this service .It also enables identifying the key determinants of the overall perceived quality of health care service. The study suggests several implications for public policy makers in the state of Kuwait to improve the overall quality of the health care service provided by public hospitals and any other health centers.

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