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KMID : 0387319990090040140
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Korean Journal of Health Policy and Administration
1999 Volume.9 No. 4 p.140 ~ p.156
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Application of SERVQUAL Scale to Health Care Services
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Cho Woo-Hyun
Lee Sun-Hee
Choi Kui-Son
Moon Ki-Tae
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Abstract
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The purpose of this article was to review the basic concept of the SERVQUAL scale and to evaluate its usefulness in health care settings. The SERVQUAL scale was developed by Parasuraman et al. in 1988. Its purpose was to provide an instrument for measuring the quality of service that would apply across a broad range of services with minor modifications in the scale. The SERVQUAL scale is based on gap theory, which indicates the difference between consumers´ expectations and their assessment of the actual performance of a specific firm.
It has five dimensions to define service quality. These dimensions include : (1) tangibles ; (2) reliability ; (3) responsiveness ; (4) assurance ; (5) empathy.
While the SERVQUAL scale has been tested in a number of health care settings, the findings have been mixed. So health care marketers should be cautions in their use of the SERVQUAL scale. However, it is rare to find instruments that are as well validated as SERVQUAL appears to be. As well the SERVQUAL scale provides valuable information about the quality of health care service.
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