1. Torres EJ, Guo KL. Quality improvement techniques to improve patient satisfaction. Int J Health Care Qual Assur Inc Leadersh Health Serv. 2004;17(6):334-8. [ DOI:10.1108/09526860410557589] 2. Brown SW, Swartz TA. A Gap Analysis of Professional Service Quality. J Mark. 1989;53(2):92. [ DOI:10.2307/1251416] 3. Sureshchandar GS, Rajendran C, Anantharaman RN. Determinants of customer‐perceived service quality: a confirmatory factor analysis approach. J Serv Mark. 2002;16(1):9-34. [ DOI:10.1108/08876040210419398] 4. Grondahl VA, Hall-Lord ML, Karlsson I, Appelgren J, Wilde-Larsson B. Exploring patient satisfaction predictors in relation to a theoretical model. Int J Health Care Qual Assur. 2013;26(1):37-54. [ DOI:10.1108/09526861311288631] [ PMID] 5. Davis BA, Kiesel CK, McFarland J, Collard A, Coston K, Keeton A. Evaluating instruments for quality: testing convergent validity of the consumer emergency care satisfaction scale. J Nurs Care Qual. 2005;20(4):364-8. [ DOI:10.1097/00001786-200510000-00013] [ PMID] 6. Lee MA, Yom YH. A comparative study of patients' and nurses' perceptions of the quality of nursing services, satisfaction and intent to revisit the hospital: a questionnaire survey. Int J Nurs Stud. 2007;44(4):545-55. [ DOI:10.1016/j.ijnurstu.2006.03.006] [ PMID] 7. Al-Borie HM, Damanhouri AM. Patients' satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis. Int J Health Care Qual Assur. 2013;26(1):20-30. [ DOI:10.1108/09526861311288613] [ PMID] 8. Ghobadian A, Speller S, Jones M. Service Quality. Int J Qual Reliability Manag. 1994;11(9):43-66. [ DOI:10.1108/02656719410074297] 9. Rezaee N. [Planning for improving quality of services on the basis of assessing and determining patients' satisfaction and its important factors]. Iran: Tehran University of Medical Sciences; 2000. 10. Manias E. Medication communication: a concept analysis. J Adv Nurs. 2010;66(4):933-43. [ DOI:10.1111/j.1365-2648.2009.05225.x] [ PMID] 11. Bowers MR, Kiefe CI. Measuring health care quality: comparing and contrasting the medical and the marketing approaches. Am J Med Qual. 2002;17(4):136-44. [ DOI:10.1177/106286060201700403] [ PMID] 12. Zarei A, Arab M, Froushani AR, Rashidian A, Ghazi Tabatabaei SM. Service quality of private hospitals: the Iranian patients' perspective. BMC Health Serv Res. 2012;12:31. [ DOI:10.1186/1472-6963-12-31] [ PMID] [ PMCID] 13. Wicks AM, Chin WW. Measuring the three process segments of a customer's service experience for an out-patient surgery center. Int J Health Care Qual Assur. 2008;21(1):24-38. [ DOI:10.1108/09526860810841138] [ PMID] 14. Scardina SA. SERVQUAL: a tool for evaluating patient satisfaction with nursing care. J Nurs Care Qual. 1994;8(2):38-46. [ DOI:10.1097/00001786-199401000-00008] [ PMID] 15. Arikan Y. Effect of nursing service on patient satisfaction. Istanbul, Turkey: Marmara University; 1999. 16. Heidarnia M, RiaziIsfahani S, Abadi A, Mohseni M. [Cross cultural adaptation and assessing validity and reliability of SERVQUAL questionnaire in hospital service quality]. Res Med. 2014;38(2):98-105. 17. Babakus E, Mangold WG. Adapting the SERVQUAL scale to hospital services: an empirical investigation. Health Serv Res. 1992;26(6):767-86. [ PMID] [ PMCID] 18. Dagger TS, Sweeney JC, Johnson LW. A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model. J Serv Res. 2007;10(2):123-42. [ DOI:10.1177/1094670507309594] 19. Parasuraman A, Zeithaml VA, Berry LL. A conceptual model of service quality and its implications for future research. Eur J Mark. 1985;49(4):41-50. [ DOI:10.2307/1251430] 20. Grönroos C. A Service Quality Model and its Marketing Implications. Eur J Mark. 1984;18(4):36-44. [ DOI:10.1108/EUM0000000004784] 21. Donabedian A. Quality assessment and assurance: unity of purpose, diversity of means. Inquiry. 1988;25(1):173-92. [ PMID] 22. Li LX. Relationships between determinants of hospital quality management and service quality performance—a path analytic model. Omega. 1997;25(5):535-45. [ DOI:10.1016/S0305-0483(97)00017-0] 23. Choi KS, Laroche M, Lee H, Kim C, Lee S. The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service. J Serv Mark. 2005;19(3):140-9. [ DOI:10.1108/08876040510596812] 24. Lee‐Ross D. An exploratory study of the contextual stability of SERVQUAL amongst three retail clusters in far North Queensland. J Place Manag Dev. 2008;1(1):46-61. [ DOI:10.1108/17538330810865336] 25. Lim PC, Tang NK. A study of patients' expectations and satisfaction in Singapore hospitals. Int J Health Care Qual Assur Inc Leadersh Health Serv. 2000;13(6-7):290-9. [ PMID] 26. Wisniewski M, Wisniewski H. Measuring service quality in a hospital colposcopy clinic. Int J Health Care Qual Assur Inc Leadersh Health Serv. 2005;18(2-3):217-28. [ DOI:10.1108/09526860510594776] [ PMID] 27. Silvestro R. Applying gap analysis in the health service to inform the service improvement agenda. Int J Qual Reliability Manag. 2005;22(3):215-33. [ DOI:10.1108/02656710510582462] 28. Kuei CH, Madu CN, Lin C. The relationship between supply chain quality management practices and organizational performance. Int J Qual Reliability Manag. 2001;18(8):864-72. [ DOI:10.1108/EUM0000000006031] 29. Fornell C, Larcker DF. Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. J Mark Res. 1981;18(1):39. [ DOI:10.2307/3151312] 30. de Lisle GW, Joyce MA, Yates GF, Wards BJ, Hoyle FP. Mycobacterium avium infection in a farmed deer herd. N Z Vet J. 1995;43(1):1-3. [ DOI:10.1080/00480169.1995.35831] [ PMID] 31. Moosbrugger H, Schermelleh-Engel K, Kelava A, Klein AG. Testing multiple nonlinear effects in structural equation modeling: A comparison of alternative estimation approaches. Struct Equation Mod Educ Res Concept Appl. 2009:103-36. 32. Karydis A, Komboli-Kodovazeniti M, Hatzigeorgiou D, Panis V. Expectations and perceptions of Greek patients regarding the quality of dental health care. Int J Qual Health Care. 2001;13(5):409-16. [ DOI:10.1093/intqhc/13.5.409] [ PMID] 33. Hernan Garcia M, Gutierrez Cuadra JL, Lineros Gonzalez C, Ruiz Barbosa C, Rabadan Asensio A. [Patients and quality of primary health care services. Survey of practitioners at the Bahia de Cadiz and La Janda health centers]. Aten Primaria. 2002;30(7):425-33. [ DOI:10.1016/S0212-6567(02)79066-5] 34. Curry A, Sinclair E. Assessing the quality of physiotherapy services using Servqual. Int J Health Care Qual Assur. 2002;15(5):197-205. [ DOI:10.1108/09526860210437412] 35. Boshoff C, Gray B. The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry. S Afr J Bus Manag. 2004;35(4).
|
