A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model

Tracey Dagger, University of Queensland
Jill C. Sweeney, University of Western Australia
Lester Johnson, Melbourne Business School

This research develops and tests a multidimensional hierarchical scale for measuring health service quality; further, the ability of the scale to predict satisfaction and intentions was examined. Data were collected from three field studies in two different health care contexts, oncology clinics (n=1118) and a general medical practice (n=215). Service quality was found to comprise four primary dimensions and multiple sub-dimensions:

Interpersonal quality comprised interaction and relationship Technical quality comprised outcome and expertise, Environment quality comprised atmosphere and tangibles; and Administrative quality comprised timeliness, operation and support.

The research provides managers with an understanding of the dimensions on which quality is assessed. Mangers can use this knowledge to monitor, improve and benchmark service quality perceptions. As service quality has an impact on satisfaction and behavioral intentions this is critical to all service providers.

 

* Dagger, T., Sweeney, J. and Johnson, L. (2007) “A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model”, Journal of Service Research 10 (2), 123-142.