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The structure of service quality perceptions for multiple-encounter services
(© 2013 Wolters Kluwer Health., 2013)
The objective of this study was to examine a complex service environment-hospitals-to suggest how service quality could be reframed and measured for multiple-encounter service situations more effectively. SUBJECTS:: In ...
Customer satisfaction with complaint resolution in the power sector in a developing economy
(© 2012 Taylor and Francis Group, LLC., 2012)
Public services play a critical role in helping nations evolve into modern societies. The power sector is especially vital because of its profound influence on other sectors of the economy. Unfortunately, the power sector ...
Service quality perceptions and patient satisfaction: a study of hospitals in a developing country
(© 2001 Elsevier Science Ltd., 2001)
Patients’ perceptions about health services seem to have been largely ignored by health care providers in developing countries. That such perceptions, especially about service quality, might shape confidence and subsequent ...
Service quality in public and private hospitals in urban Bangladesh: a comparative study
(© 2000 Elsevier Science Ireland Ltd., 2000)
This study compared the quality of services provided by private and public hospitals in urban Bangladesh. Using twenty-four scale items, patient perceptions were sought on five aspects of service quality including ...
The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh
(© 2014 W. S. Maney & Son Ltd., 2014)
This paper examines a complex multiple-encounter service environment – hospitals in a developing country – and suggests that service quality measures ought to be tied to key actors’ performance metrics. Based on face-to-face ...