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Volume 18, Issue 7
1 December 2004
Journal of Services Marketing Cover Image for Volume 18, Issue 7
Research Article| December 01 2004

The applicability of SERVQUAL in cross‐national measurements of health‐care quality

;
William E. Kilbourne
Professor of Marketing, Department of Marketing, Clemson University, Clemson, South Carolina, USA
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Jo Ann Duffy
Professor of Marketing, Department of Management and Marketing, Sam Houston University, Huntsville, Texas, USA
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Michael Duffy
Professor of Counseling Psychology, Department of Educational Psychology, Texas A&M University, College Station, Texas, USA
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George Giarchi
Professor of Health and Social Work, University of Plymouth, Plymouth, UK
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 2054-1651
Print ISSN: 0887-6045
© Emerald Group Publishing Limited
2004
Journal of Services Marketing (2004) 18 (7): 524–533.
https://doi.org/10.1108/08876040410561857

This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and UK. The results confirm a stable, four‐factor structure that is similar to previously defined service quality dimensions and is invariant across the countries studied.

Keywords: Health services, Quality, Linear structure equation modelling, Measurement, Nursing homes
© Emerald Group Publishing Limited
2004
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