Pregledni rad
https://doi.org/10.24141/1/4/1/5
Health service quality concept and measurement
Suzana Marković
orcid.org/0000-0001-7035-1293
; Fakultet za menadžment u turizmu i ugostiteljstvu, Opatija, Hrvatska
Irena Regent Turkalj
; Fakultet za menadžment u turizmu i ugostiteljstvu, Opatija, Hrvatska
Aleksandar Racz
; Zdravstveno veleučilište Zagreb, Zagreb, Hrvatska
Sažetak
Introduction: The concept of health service quality has been researched for more than two decades, but there are still few articles in the scientific and professional practice in the Republic of Croatia which research and measure the satisfaction level of health service users.
The objectives of this article were: to define the health service quality concept, to research the models and methods for measuring health service quality, to analyse the current health service quality research carried out by international and local authors with an emphasis on research within the health system, to examine the current health service quality researches and measurements as well as the applicability of the SERVQUAL model, as the most commonly used model for measuring service quality.
Methods: A conceptual research approach was used, in which the service quality concept with an emphasis on the health service quality concept and user satisfaction were elaborated and presented from a theoretical view-point by using secondary data sources.
Results: The article provides a systematic overview of basic concepts of health service quality as well as the health service quality measurement models with an emphasis on the applicability of the SERVQUAL model.
Conclusion: The results of this research confirmed that the health service quality concept is multidimensional. It has once again been confirmed that with the SERVQUAL model health care service users’ expectations, needs and wishes can be discovered easily and efficiently, as well as their opinion about the services provided, which are all to be used to create a high quality, improved offer.
Ključne riječi
service quality; health service quality; customer satisfaction; SERVQUAL model; measurement
Hrčak ID:
199753
URI
Datum izdavanja:
27.4.2018.
Posjeta: 4.063 *