Title :
Adapting the SERVQUAL scale to China hospitals services
Author :
Lu, Xiangnan ; Liu, Manlu
Author_Institution :
Manage. Coll., Zhejiang Univ., China
Abstract :
A survey research instrument called SERVQUAL is used to measure service quality. In China, the health care system is quite different from that of other countries; how to adapt the SERVQUAL scale to Chinese hospitals services becomes a research subject. A system to measure Chinese health service quality that considers China´s special situation is needed. In this paper, a series of Chinese hospitals are studied. A system of measuring Chinese health service quality based on the SERVQUAL instrument is built
Keywords :
health care; quality management; service industries; China; SERVQUAL scale adaptation; hospital services; management; research; service quality measurement; survey research instrument; Educational institutions; Hospitals; Instruments; Length measurement; Measurement standards; Medical services; Quality management; Standards development; Stress; Weapons;
Conference_Titel :
Management of Innovation and Technology, 2000. ICMIT 2000. Proceedings of the 2000 IEEE International Conference on
Print_ISBN :
0-7803-6652-2
DOI :
10.1109/ICMIT.2000.917326
