The identification and measurement of service quality are critical factors that are responsible for customer satisfaction. This article identifies 11 attributes that define quality of care and patient satisfaction and reveals various gaps among the patient, physician, and administrator groups in the perceived importance of those dimensions. Managerial implications for patient-focused health care are discussed.
Minjoon Jun, Ph.D., is Associate Professor, Department of Management, New Mexico State University, Las Cruces, New Mexico.
Robin T. Peterson, Ph.D., is Sunwest Financial Services Distinguished Professor, Department of Marketing, New Mexico State University, Las Cruces, New Mexico.
George A. Zsidisin, M.B.A., is a doctoral candidate, Department of Business Administration (Supply Chain Management), Arizona State University, Tempe, Arizona.