a Record control number 000279636200018

a ISSN 1993-8233

a Original cataloging agency NEU GrandLibrary

a Language code of text/sound track or separate title eng

a Classification number HD31.2

b Item number .H43 2010

a Personal name Yeşilada, Figen,

h Medium Electronic Document

a Title Health care service quality: A comparison of public and private hospitals.

c Statement of responsibility, etc Figen Yesilada, Ebru Direktor.

c Date of publication, distribution, etc 2010.

a Place of publication, distribution, etc Lagos,

b Name of publisher, distributor, etc Academic Journals,

a Summary, etc The aim of this paper is threefold: to test the dimensionality of the SERVQUAL instrument in the Northern Cyprus health care industry, to assess the service quality provided in public and private hospitals in Northern Cyprus and to identify the service quality dimensions that play important role on patient satisfaction. Data were collected in two phases from the same sample, which consisted of 806 systematically selected people above the age of eighteen. Factor analysis revealed a three factor solution, namely; reliability-confidence, empathy and tangibles. This result does not support the five factor model of the original SERVQUAL. Gap analysis showed that private hospitals have smaller gaps than public hospitals in all three service quality dimensions. Finally, logistic regression findings indicated that while all three dimensions are somewhat influential on patient satisfaction, in public hospitals tangibles dimension seems to exert no significant influence on satisfaction. Findings are important both for public and private hospital managers and for policy makers.

a Topical term or geographic name as entry element Management

a Topical term or geographic name as entry element Near East University Article

a Topical term or geographic name as entry element Yakın Doğu Üniversitesi Makale

a Topical term or geographic name as entry element Business

a Topical term or geographic name as entry element Health care

g Relationship information JUN 2010, Vol 4 Issue 6, p962-971

t Title African Journal Of Business Management

x International Standard Serial Number 19938233