Adapting the SERVQUAL scale to hospital services: an empirical investigation

Health Serv Res. 1992 Feb;26(6):767-86.


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.

MeSH terms

  • Data Collection / methods
  • Evaluation Studies as Topic
  • Factor Analysis, Statistical
  • Health Services Research / methods*
  • Hospital Administration / standards*
  • Patient Satisfaction
  • Quality of Health Care / classification*
  • Reproducibility of Results
  • Research Design
  • United States