Verifying alternative measures of healthcare service quality

Ingy Shafei*, Jan Walburg, Ahmed Taher

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review

16 Citations (Scopus)
25 Downloads (Pure)


Purpose: The purpose of this paper is to determine the best measure among several alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and develop a scale which healthcare providers can use for measurement of healthcare service quality. Design/methodology/approach: The study involved two phases. The first phase was through a series of in-depth interviews with experts and patients followed by a pilot study. Subsequently, the second phase involved a quantitative phase through surveys with 384 patients. Alternative measures were analyzed using coefficient (Cronbach) α, composite reliability, factor analysis and logistic regression analysis. Findings: Findings confirmed “Weighted SERVPERF” using an interactive methodology as the most appropriate for measurement of healthcare service quality. Originality/value: Using the model and scale developed, healthcare providers will be able to measure healthcare service quality and identify areas of shortfall and act accordingly to improve delivery through allocating resources in service areas that would generate the greatest returns in customer satisfaction. Enhancing satisfaction will ultimately generate patient loyalty and positive recommendation behavior.

Original languageEnglish
Pages (from-to)516-533
Number of pages18
JournalInternational journal of health care quality assurance
Issue number2
Publication statusPublished - 11 Mar 2019


  • Healthcare
  • Patient satisfaction
  • Service quality measurement
  • n/a OA procedure


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