How to cite this paper
Kazemi, N., Ehsani, P., Abdi, F & Bighami, M. (2013). Measuring hospital service quality and its influence on patient satisfaction: An empirical study using structural equation modeling.Management Science Letters , 3(7), 2125-2136.
Refrences
Al Azmi, N., Al-Lozi, M., Zu’bi, M., & Dahiyat, S. E. (2012). Patients Attitudes toward Service
Quality and its Impact on their Satisfaction in Physical Therapy in KSA Hospitals. European
Journal of Social Sciences, 34(2), 300-314.
Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a
developing country. Social science & medicine, 52(9), 1359-1370.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and
recommended two-step approach. Psychological bulletin, 103(3), 411-423.
Bolton, R. N., & Drew, J. H. (1991). A longitudinal analysis of the impact of service changes on
customer attitudes. The Journal of Marketing, 1-9.
Boshoff, C., & Gray, B. (2004). The relationships between service quality, customer satisfaction and
buying intentions in the private hospital industry. South African Journal of Business Management,
35(4), 27-37.
Boudreaux, E. D., & O & apos; Hea, E. L. (2004). Patient satisfaction in the emergency department: a review
of the literature and implications for practice. Journal of emergency medicine, 26(1), 13-26.
Castro, C. B., Armario, E. M., & Ruiz, D. M. (2004). The influence of employee organizational
citizenship behavior on customer loyalty. International journal of Service industry management,
15(1), 27-53.
Choi, K. S., Lee, H., Kim, C., & Lee, S. (2005). The service quality dimensions and patient
satisfaction relationships in South Korea: comparisons across gender, age and types of service.
Journal of Services Marketing, 19(3), 140-149.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension.
The Journal of Marketing, 55-68.
Owusu-Frimpong, N., Nwankwo, S., & Dason, B. (2010). Measuring service quality and patient
satisfaction with access to public and private healthcare delivery. International Journal of Public
Sector Management, 23(3), 203-220.
Padma, P., Rajendran, C., & Lokachari, P. S. (2010). Service quality and its impact on customer
satisfaction in Indian hospitals: Perspectives of patients and their attendants. Benchmarking: An
International Journal, 17(6), 807-841.
Pakdil, F., & Harwood, T. N. (2005). Patient satisfaction in a preoperative assessment clinic: an
analysis using SERVQUAL dimensions. Total Quality Management & Business Excellence, 16(1),
15-30.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the
SERVQUAL scale. Journal of retailing.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for
Measuring Consumer Perceptions of Service Quality. Journal of retailing, 64(1), 12-40.
Potter, C., Morgan, P., & Thompson, A. (1994). Continuous Quality Improvement in an Acute
Hospital:: A Report of an Action Research Project in Three Hospital Departments. International
Journal of Health Care Quality Assurance, 7(1), 4-29.
Ramsaran-Fowdar, R. R. (2008). The relative importance of service dimensions in a healthcare
setting. International Journal of Health Care Quality Assurance, 21(1), 104-124.
Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service
quality and satisfaction. Journal of retailing, 72(2), 201-214.
Tabish, S. A. (1998). Towards development of professional management in Indian hospitals. Journal
of Management in Medicine, 12(2), 109-119.
Tucker, J. L., & Adams, S. R. (2001). Incorporating patients’ assessments of satisfaction and quality:
an integrative model of patients’ evaluations of their care. Managing Service Quality, 11(4), 272-
287.
Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: what we
know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67-85.
Quality and its Impact on their Satisfaction in Physical Therapy in KSA Hospitals. European
Journal of Social Sciences, 34(2), 300-314.
Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a
developing country. Social science & medicine, 52(9), 1359-1370.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and
recommended two-step approach. Psychological bulletin, 103(3), 411-423.
Bolton, R. N., & Drew, J. H. (1991). A longitudinal analysis of the impact of service changes on
customer attitudes. The Journal of Marketing, 1-9.
Boshoff, C., & Gray, B. (2004). The relationships between service quality, customer satisfaction and
buying intentions in the private hospital industry. South African Journal of Business Management,
35(4), 27-37.
Boudreaux, E. D., & O & apos; Hea, E. L. (2004). Patient satisfaction in the emergency department: a review
of the literature and implications for practice. Journal of emergency medicine, 26(1), 13-26.
Castro, C. B., Armario, E. M., & Ruiz, D. M. (2004). The influence of employee organizational
citizenship behavior on customer loyalty. International journal of Service industry management,
15(1), 27-53.
Choi, K. S., Lee, H., Kim, C., & Lee, S. (2005). The service quality dimensions and patient
satisfaction relationships in South Korea: comparisons across gender, age and types of service.
Journal of Services Marketing, 19(3), 140-149.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension.
The Journal of Marketing, 55-68.
Owusu-Frimpong, N., Nwankwo, S., & Dason, B. (2010). Measuring service quality and patient
satisfaction with access to public and private healthcare delivery. International Journal of Public
Sector Management, 23(3), 203-220.
Padma, P., Rajendran, C., & Lokachari, P. S. (2010). Service quality and its impact on customer
satisfaction in Indian hospitals: Perspectives of patients and their attendants. Benchmarking: An
International Journal, 17(6), 807-841.
Pakdil, F., & Harwood, T. N. (2005). Patient satisfaction in a preoperative assessment clinic: an
analysis using SERVQUAL dimensions. Total Quality Management & Business Excellence, 16(1),
15-30.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the
SERVQUAL scale. Journal of retailing.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for
Measuring Consumer Perceptions of Service Quality. Journal of retailing, 64(1), 12-40.
Potter, C., Morgan, P., & Thompson, A. (1994). Continuous Quality Improvement in an Acute
Hospital:: A Report of an Action Research Project in Three Hospital Departments. International
Journal of Health Care Quality Assurance, 7(1), 4-29.
Ramsaran-Fowdar, R. R. (2008). The relative importance of service dimensions in a healthcare
setting. International Journal of Health Care Quality Assurance, 21(1), 104-124.
Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service
quality and satisfaction. Journal of retailing, 72(2), 201-214.
Tabish, S. A. (1998). Towards development of professional management in Indian hospitals. Journal
of Management in Medicine, 12(2), 109-119.
Tucker, J. L., & Adams, S. R. (2001). Incorporating patients’ assessments of satisfaction and quality:
an integrative model of patients’ evaluations of their care. Managing Service Quality, 11(4), 272-
287.
Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: what we
know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67-85.