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Keywords: Healthcare service quality
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Journal Articles
Reconciling the dimensions of healthcare service quality and experience quality using PLS-SEM
Available to Purchase
International Journal of Quality & Reliability Management (2026) 43 (1): 295–319.
Published: 23 September 2025
... an integrative framework that reinforces healthcare service quality by implementing the dimensions of CXQ. Design/methodology/approach Focusing on literature related to consumer experience, healthcare management and service co-design, this study operationalises the stimulus-organism-response (S-O-R) model...
Journal Articles
Modified healthcare service quality model and moderation of perceived severity of illness
Available to Purchase
International Journal of Quality & Reliability Management (2025) 42 (8): 2291–2327.
Published: 20 March 2025
...' perceptions and experiences are vital for the healthcare services to survive. The current study aims to test the impact of healthcare service quality (HSQ) based on modified SERVQUAL and patient satisfaction. It also aims at testing the moderating influence of patients’ perceived severity of their illness...
Journal Articles
Healthcare service quality and patient satisfaction: a conceptual framework
Available to Purchase
International Journal of Quality & Reliability Management (2024) 41 (2): 608–627.
Published: 21 July 2023
...Javed Ali; Ahmad Jusoh; Norhalimah Idris; Khalil Md Nor Purpose The current study aims at developing a conceptual framework containing original dimensions of SERVQUAL and adding two modified dimensions: patient safety and medical professionalism in healthcare service quality (HSQ) model...
