... Patient loyalty SERVQUAL India © Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only 07 04 2025 12 12 2025 19 02 2026 06 05 2026 10 05 2026 Amit Kumar Mishra can be contacted at: amitkmishra.phd@gmail.com RQ5...

... was conducted in two state–owned healthcare institutions in Almaty, Kazakhstan: a hospital characterized by higher implementation fidelity and a polyclinic with lower fidelity. Service quality was assessed using the SERVQUAL model, reconceptualized here as a behavioral indicator of strategic execution. Non...

... implications Accommodating the need of PWDs through the improvement of FM service quality aspect will partly fulfil the right of PWDs for equality of access to healthcare. Originality/value This SERVQUAL tools can be improvised and used to measure the perception of PWDs on FM service quality...

...Ingy Shafei; Jan Walburg; Ahmed Taher Purpose The purpose of this paper is to determine the best measure among several alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and develop a scale which healthcare providers can use for measurement of healthcare service quality...

... of this paper is to compare perceived service quality, using the SERVQUAL model, between urolithiasis patients who were nonadherent to their follow-up visits and those who were adherent, in a stone prevention clinic, Tehran, Iran. Design/methodology/approach This was a cross-sectional study on patients...

... from three public sector hospitals and three private sector hospitals of Lahore, the capital of Pakistan’s most populous province. Male and female patients who have experience of both sectors were surveyed using a self-administered questionnaire developed using the original SERVQUAL approach. Data were...

... envelopment and SERVQUAL. Design/methodology/approach To assess hospital service quality in Tehran, expectation and perception of those who received the services were evaluated using SERVQUAL. The hospital service quality dimensions were found by exploratory factor analysis (EFA). To compare customer...

... Emerald Group Publishing Limited 2015 Performance measurement SERVQUAL Service quality Continuous quality improvement Medical tourism is a health service taken by customers through planned overseas travel to improve or treat various physical and psychological functions (Carrera...

...Francesca Garrard; Harini Narayan Purpose – Across health services, there is a drive to respond to patient feedback and to incorporate their views into service improvement. The SERVQUAL method has been used in several clinical settings to quantify whether services meet patient expectations...

...Aaron A. Abuosi; Roger A. Atinga Purpose The authors seek to examine two key issues: to assess patients' hospital service quality perceptions and expectation using SERVQUAL; and to outline the distinct concepts used to assess patient perceptions. Design/methodology/approach Questionnaires were...

... or expressing an interest in medical tourism. The sample included 219 experienced and 1,369 potential medical tourists. Respondents completed a SERVQUAL questionnaire. Mann‐Whitney U‐tests were used to determine significant differences between experienced and potential US medical tourists' service...

... satisfaction with service quality in Saudi Arabian public and private sector hospitals. The authors employ a stratified random sample (1,000 inpatients) from five Saudi Arabian public and five private hospitals. Data were collected through questionnaire using the SERVQUAL scale. For reducing the language bias...

...Sheilagh M. Resnick; Mark D. Griffiths Purpose The purpose of this paper is to evaluate service quality in a UK privately funded alcohol treatment clinic. Design/methodology/approach Data were gathered via interviews with two groups of participants using the SERVQUAL questionnaire. The first...

.... The participants of this study were patients who had been referred to Kerman University of Medical Sciences hospitals. The sample comprised 385 patients, the data were collected by SERVQUAL as a standard questionnaire, and data analysis was carried out on 385 completed questionnaires. Findings In all five...

... A survey was conducted among 191 patients in the Klang Valley Region of Malaysia to measure service quality of the private healthcare setting in Malaysia using SERVQUAL 5 dimensions model by Parasuraman et al. and three additional dimensions of the human element, when it comes to rendering good...

...Mohsin Muhammad Butt; Ernest Cyril de Run Purpose This paper seeks to develop and test the SERVQUAL model scale for measuring Malaysian private health service quality. Design/methodology/approach The study consists of 340 randomly selected participants visiting a private healthcare facility...

...Coskun Bakar; H. Seval Akgün; A.F. Al Assaf Purpose This paper aims to conduct a preliminary assessment of patient attitudes regarding important aspects of service dimensions using SERVQUAL. Design/methodology/approach – The SERVQUAL scale is routinely used at the Baskent University Hospitals...

...Erik Koornneef Purpose To evaluate the application of one particular quality measurement tool, the SERVQUAL instrument, as a potential mechanism to measure quality in services for children with disabilities Design/methodology/approach Staff and family of children with an intellectual...

...Lesley Strawderman; Rick Koubek Purpose To evaluate the service quality and usability of a student health clinic. Design/methodology/approach A measurement tool, termed SERVUSE, was created by modifying SERVQUAL. The modified survey included all five original dimensions in addition...

...Mohamed M. Mostafa Purpose This paper seeks to investigate how patients perceive service quality in Egypt's public and private hospitals. The paper also tests the SERVQUAL dimensions in hospitals within an Arab, non‐Western context. Design/methodology/approach The author used a cross‐sectional...