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      The dimensions of service quality for hospitals: development and use of the KQCAH scale.

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          Abstract

          Using a combination of qualitative and quantitative research methodologies, this study identifies the dimensions of hospital service quality, operationalizes the dimensions, and develops an instrument to measure patient satisfaction. This instrument, the Key Quality Characteristics Assessment for Hospitals (KQCAH) scale, was developed using input from 12 hospital administrators, over 100 hospital employees, and 23 recent patients and family members.

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          Author and article information

          Journal
          Health Care Manage Rev
          Health care management review
          0361-6274
          0361-6274
          2001
          : 26
          : 2
          Affiliations
          [1 ] Department of Management & Marketing, Sam Houston State University, Huntsville, Texas, USA.
          Article
          10.1097/00004010-200104000-00005
          11293010
          270cfc69-ef6f-461e-b7f0-1bbe75a7d8ad
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