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Scientific paper - Preliminary note / Short communication
PRIMARY HEALTHCARE SERVICE QUALITY MEASUREMENT: SERVQUAL SCALE
Ekonomski vjesnik : Review of Contemporary Entrepreneurship, Business, and Economic Issues, 28 (2015), 1; 161-177. urn:nbn:hr:145:671227
Mečev, Dijana; Kardum Goleš, Ivana

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Mečev, D. & Kardum Goleš, I. (2015). PRIMARY HEALTHCARE SERVICE QUALITY MEASUREMENT: SERVQUAL SCALE. Ekonomski vjesnik : Review of Contemporary Entrepreneurship, Business, and Economic Issues, 28. (1), 161-177. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:671227

Mečev, Dijana and Ivana Kardum Goleš. "PRIMARY HEALTHCARE SERVICE QUALITY MEASUREMENT: SERVQUAL SCALE." Ekonomski vjesnik : Review of Contemporary Entrepreneurship, Business, and Economic Issues, vol. 28, no. 1, 2015, pp. 161-177. https://urn.nsk.hr/urn:nbn:hr:145:671227

Mečev, Dijana and Ivana Kardum Goleš. "PRIMARY HEALTHCARE SERVICE QUALITY MEASUREMENT: SERVQUAL SCALE." Ekonomski vjesnik : Review of Contemporary Entrepreneurship, Business, and Economic Issues 28, no. 1 (2015): 161-177. https://urn.nsk.hr/urn:nbn:hr:145:671227

Mečev, D. and Kardum Goleš, I. (2015) 'PRIMARY HEALTHCARE SERVICE QUALITY MEASUREMENT: SERVQUAL SCALE', Ekonomski vjesnik : Review of Contemporary Entrepreneurship, Business, and Economic Issues, 28(1), pp. 161-177. Available at: https://urn.nsk.hr/urn:nbn:hr:145:671227 (Accessed 02 December 2024)

Mečev D, Kardum Goleš I. PRIMARY HEALTHCARE SERVICE QUALITY MEASUREMENT: SERVQUAL SCALE. Ekonomski vjesnik : Review of Contemporary Entrepreneurship, Business, and Economic Issues [Internet]. 2015 July 01 [cited 2024 December 02];28(1):161-177. Available at: https://urn.nsk.hr/urn:nbn:hr:145:671227

D. Mečev and I. Kardum Goleš, "PRIMARY HEALTHCARE SERVICE QUALITY MEASUREMENT: SERVQUAL SCALE", Ekonomski vjesnik : Review of Contemporary Entrepreneurship, Business, and Economic Issues, vol. 28, no. 1, pp. 161-177, July 2015. [Online]. Available at: https://urn.nsk.hr/urn:nbn:hr:145:671227. [Accessed: 02 December 2024]

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Metadata
Title (english)PRIMARY HEALTHCARE SERVICE QUALITY MEASUREMENT: SERVQUAL SCALE
AuthorDijana Mečev
AuthorIvana Kardum Goleš
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract (english)
The purpose of this study is to examine customers’ perceptions of primary healthcare service quality in public institutions in the city of Šibenik. The research was aimed at investigating whether there is difference between customers` expectations and their satisfaction with received medical services. The findings suggest that primary healthcare public institutions need to improve all the dimensions of SERVQUAL service quality from the gap analysis carried out. Furthermore, the research analyzed whether there is difference in the perception of given healthcare service between examinees considering their gender, age, employment status and frequency of using the mentioned services. It was established that demographic variables of age and gender do not generate significant differences in the perception of healthcare service quality while there is significant difference in satisfaction regarding employment status and frequency of services usage. The given results partially differ from the data acquired in other relevant and similar studies. The factor analysis which was conducted did not confirm “a priori” accepted theoretical model of Parasuraman et al. (1988) which claims that the concept of quality has five dimensions. On the contrary, it reached the conclusion that three highly reliable factors were identified regarding the perceived quality of primary healthcare services.
Keywords (english)
Languageenglish
Publication typeScientific paper - Preliminary note / Short communication
Publication statusPublished
Peer reviewPeer review - international
Publication versionPublished version
Journal titleEkonomski vjesnik : Review of Contemporary Entrepreneurship, Business, and Economic Issues
Numberingvol. 28, no. 1, pp. 161-177
p-ISSN0353-359X
e-ISSN1847-2206
URN:NBNurn:nbn:hr:145:671227
Publication2015-07-01
Document URLhttp://hrcak.srce.hr/140837
Type of resourceText
Access conditionsOpen access
Terms of useLicence Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) icon
Created on2017-03-02 13:22:27