Advanced Search

Journal Navigation

Journal Home

Subscriptions

Archive

Contact Us

Table of Contents

SAGETRACK

Sign In to gain access to subscriptions and/or personal tools.
Journal of Service Research
This Article
Right arrow Free Full Text (Free PDF) Free
Right arrow References
Right arrow Alert me when this article is cited
Right arrow Alert me if a correction is posted
Services
Right arrow Email this article to a friend
Right arrow Similar articles in this journal
Right arrow Alert me to new issues of the journal
Right arrow Add to Saved Citations
Right arrow Download to citation manager
Right arrowRequest Permissions
Right arrow Request Reprints
Right arrow Add to My Marked Citations
Citing Articles
Right arrow Citing Articles via Google Scholar
Right arrow Citing Articles via Scopus
Google Scholar
Right arrow Articles by Dagger, T. S.
Right arrow Articles by Johnson, L. W.
Right arrow Search for Related Content
Social Bookmarking
Add to CiteULike   Add to Complore   Add to Connotea   Add to Del.icio.us   Add to Digg   Add to Reddit   Add to Technorati   Add to Twitter  
What's this?

A Hierarchical Model of Health Service Quality

Scale Development and Investigation of an Integrated Model

Tracey S. Dagger

The University of Queensland

Jillian C. Sweeney

The University of Western Australia

Lester W. Johnson

The University of Melbourne

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.

Key Words: scale development • service quality • health care • satisfaction • intentions

Journal of Service Research, Vol. 10, No. 2, 123-142 (2007)
DOI: 10.1177/1094670507309594
Add to CiteULike CiteULike   Add to Complore Complore   Add to Connotea Connotea   Add to Del.icio.us Del.icio.us   Add to Digg Digg   Add to Reddit Reddit   Add to Technorati Technorati   Add to Twitter Twitter    What's this?