Evaluation Model for Hospital Service Quality

DOI

10.2991/lemcs-15.2015.289How to use a DOI?

Keywords

Hospital service; Service quality; Evaluation model; Quality indicators; Patients’ perception

Abstract

The level of hospital service quality is playing an increasingly important role in hospital competition in China. To evaluate that quality, this paper deeply studied the present service status and the service quality evaluation in China’s hospital from the angle of patients, and innovatively proposed an evaluation model in accordance with China’s medical industry characteristics based on the classical SERVQUAL model. This model consists of three dimensions’ indicators, and describes the general situations and various influence factors of hospital service quality from tangibles, security, responsiveness, reliability, credibility. This paper provides an overall comprehension and scientific basis for enhancing hospital service quality.

Copyright

© 2015, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Jin Yang
AU  - Xu Chen
AU  - Huan Yang
PY  - 2015/07
DA  - 2015/07
TI  - Evaluation Model for Hospital Service Quality
BT  - Proceedings of the International Conference on Logistics, Engineering, Management and Computer Science
PB  - Atlantis Press
SP  - 1455
EP  - 1458
SN  - 1951-6851
UR  - https://doi.org/10.2991/lemcs-15.2015.289
DO  - 10.2991/lemcs-15.2015.289
ID  - Yang2015/07
ER  -