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Health Care Manage Rev. 1998 Fall;23(4):81-96.

The identification and measurement of quality dimensions in health care: focus group interview results.

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  • 1Department of Management, New Mexico State University, Las Cruces, USA.


The identification and measurement of service quality are critical factors that are responsible for customer satisfaction. This article identifies 11 attributes that define quality of care and patient satisfaction and reveals various gaps among the patient, physician, and administrator groups in the perceived importance of those dimensions. Managerial implications for patient-focused health care are discussed.

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