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Health Serv Res. Feb 1992; 26(6): 767–786.
PMCID: PMC1069855

Adapting the SERVQUAL scale to hospital services: an empirical investigation.


Defining and measuring the quality of service has been a major challenge for health care marketers. A comprehensive service quality measurement scale (SERVQUAL) is empirically evaluated for its potential usefulness in a hospital service environment. Active participation by hospital management helped to address practical and user-related aspects of the assessment. The completed expectations and perceptions scales met various criteria for reliability and validity. Suggestions are provided for the managerial use of the scale, and a number of future research issues are identified.

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Selected References

These references are in PubMed. This may not be the complete list of references from this article.
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  • Casarreal KM, Mills JI, Plant MA. Improving service through patient surveys in a multihospital organization. Hosp Health Serv Adm. 1986 Mar-Apr;31(2):41–52. [PubMed]
  • Kovner AR, Smits HL. Point of view: consumer expectations of ambulatory care. Health Care Manage Rev. 1978 Winter;3(1):69–75. [PubMed]
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Articles from Health Services Research are provided here courtesy of Health Research & Educational Trust


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