Conceptual framework of Healthcare Service Quality Models

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Kabiru Hammanjoda, Dr. Arora Gaurav Singh


Theories in the domain of healthcare service quality have evolved over time. To consolidate the healthcare service dimensions, there are various studies illustrating measurement models for the healthcare industry. The objective of this paper is to review various SERVQUAL models and practices in the domain of the healthcare industry. The nature of the paper is conceptual with a review of various SERVQUAL models referred fromsecondary databases. The findings from the review conclude that Western contexts and models are different from the healthcare context of developing countries especially in Africa as a result of the cultural background and socio-economic variations.The healthcare service quality measurement model needs to be explored further in terms of its operationalization indeveloping an acceptable model reflecting on cross-cultural settings and country wise

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