RESEARCH NOTE
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Chan, C., Entrekin, L. & Anderson, C. (2003). Psychometric Assessment of the Perception of Service Quality, Research and Practice in Human Resource Management, 11(1), 65-74.
Psychometric Assessment of the Perception of Service Quality
Abstract
An intensification of competition in the health care industry is challenging hospital administrators to ensure the provision of quality service. The development of SERVQUAL by Parasuraman, Zeithaml and Berry (1988) gives academicians and practitioners an opportunity to assess service quality provided by an organisation. However, there is considerable debate about the psychometric properties of SERVQUAL. Consequently, this study explores the efficacy of SERVQUAL in an Australian health care provider context. Research results suggest a robust five-factor solution, and the implications for this study are discussed.
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Australian National University
Murdoch University
St. John of God Health Care