A hierarchical model of health service quality: Scale development and investigation of an integrated model

Dagger, T. S., Sweeney, J. C. and Johnson, L. W. (2007) A hierarchical model of health service quality: Scale development and investigation of an integrated model. Journal of Service Research, 10 2: 123-142. doi:10.1177/1094670507309594

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Author Dagger, T. S.
Sweeney, J. C.
Johnson, L. W.
Title A hierarchical model of health service quality: Scale development and investigation of an integrated model
Journal name Journal of Service Research   Check publisher's open access policy
ISSN 1094-6705
Publication date 2007-11
Year available 2007
Sub-type Article (original research)
DOI 10.1177/1094670507309594
Volume 10
Issue 2
Start page 123
End page 142
Total pages 20
Editor Parasuraman, A.
Place of publication Los Angeles, CA
Publisher Sage Publications
Collection year 2008
Language eng
Subject C1
350604 Professional Services (Legal, Management Consulting, etc.)
710699 Commercial services not elsewhere classified
Abstract This research developed and empirically validated a multidimensional hierarchical scale for measuring health service quality and investigated the scale's ability to predict important service outcomes, namely, service satisfaction and behavioral intentions. Data were collected from a qualitative study and three different field studies of health care patients in two different health care contexts: oncology clinics and a general medical practice. Service quality was found to conform to the structure of the hierarchical model in all three samples. The research identified nine subdimensions driving four primary dimensions, which in turn were found to drive service quality perceptions. The primary dimensions were interpersonal quality, technical quality, environment quality, and administrative quality. The subdimensions were interaction, relationship, outcome, expertise, atmosphere, tangibles, timeliness, operation, and support. The findings also support the hypothesis that service quality has a significant impact on service satisfaction and behavioral intentions and that service quality mediates the relationship between the dimensions and intentions.
Keyword scale development
service quality
health care
Multiple-item Scale
Structural Equation Models
Customer Satisfaction
Behavioral Intentions
Patient Satisfaction
Consumer Perceptions
Q-Index Code C1
Q-Index Status Confirmed Code

Document type: Journal Article
Sub-type: Article (original research)
Collections: Excellence in Research Australia (ERA) - Collection
2008 Higher Education Research Data Collection
UQ Business School Publications
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Citation counts: TR Web of Science Citation Count  Cited 113 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 183 times in Scopus Article | Citations
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Created: Wed, 27 Feb 2008, 18:15:53 EST by Karen Morgan on behalf of UQ Business School