How to cite this paper
Lim, J., Lim, K., Heinrichs, J., Al-Aali, K., Aamir, A & Qureshi, M. (2018). The role of hospital service quality in developing the satisfaction of the patients and hospital performance.Management Science Letters , 8(12), 1353-1362.
Refrences
Adrutdin, K. F., Ali, A., Hassan, S., Jaafar, J., Rahim, N. S. A., & Qureshi, M. I. (2018). The Relationship between Knowledge for Customer and Service Quality on Customer Satisfaction: A Study on UniKL MITEC Student Services. International Journal of Engineering & Technology, 7(2.29), 69-72.
Aghamolaei, T., Eftekhaari, T. E., Rafati, S., Kahnouji, K., Ahangari, S., Shahrzad, M. E., & Hoseini, S. H. (2014). Service quality assessment of a referral hospital in Southern Iran with SERVQUAL tech-nique: patients’ perspective. BMC Health Services Research, 14(1), 322.
Alghamdi, F. S. (2014). The impact of service quality perception on patient satisfaction in Government Hospitals in Southern Saudi Arabia. Saudi Medical Journal, 35(10), 1271–1273.
Alumran, A., Hou, X.-Y., Sun, J., Yousef, A. A., & Hurst, C. (2014). Assessing the construct validity and reliability of the parental perception on antibiotics (PAPA) scales. BMC Public Health, 14, 73.
Anderson, J. C. (1987). An approach to confirmatory measurement and structural equation modeling of organizational properties. Journal of Marketing, 65, 34-49.
Antwi, Y. A, Gaynor, M. S, & Vogt, W. B. (2009). A bargain at twice the price? California hospital prices in the new millennium. Forum for Health Economics & Policy, 12(1).
Arasli, H., Erdogan, H.E, Salih ,T. K. (2008). Gearing service quality into public and private hospitals in small islands Empirical evidence from Cyprus. International Journal of Health Care Quality Assur-ance. 21, 8-23.
Bagozzi, R. P, & Phillips L. W. (1982). Representing and testing organizational theories: A holistic con-strual. Administrative Science Quarterly, 16, 459-489.
Baker, R., & Streatfield, J. (1995). What type of general practice do patients prefer? Exploration of prac-tice characteristics influencing patient satisfaction. British Journal of General Practice, 45, 654-659.
Baker, L., Bundorf, K., Royalty, A., Galvin, C., & McDonald, K. (2007). Consumer-Oriented Strategies for Improving Health Benefit Design.
Berry, L. L, Zeithaml, V.A, Parasuraman, A. (1985). Quality counts in services, too. Business Horizons. 44-52.
Brady, M. K, Cronin, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: A replication and extension. Journal of Business Research, 55,17-31.
Brady M. K., & Cronin J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing. 65, 34-49.
Chen, H., Li, M., Wang, J., Xue, C., Ding, T., Nong, X., Liu, Y., & Zhang, L. (2016). Factors influencing inpatients’ satisfaction with hospitalization service in public hospitals in Shanghai, People’s Republic of China. Patient Preference and Adherence, 10, 469.
Choi, K. S., Lee, H., Kim, C., Lee S. (2005). The service quality dimensions and patient satisfaction rela-tionships in South Korea: Comparison across gender, age and types of service. The Journal of Services Marketing. 19, 140-149.
Cox, C. L., Sherrill-Mittleman, D. A., Riley, B. B., Hudson, M. M., Williams, L. J., Leisenring, W. M., Robison, L. L. (2013). Development of a Comprehensive Health-related Needs Assessment for Adult Survivors of Childhood Cancer. Journal of Cancer Survivorship : Research and Practice, 7(1), 1–19.
Cronin, J. J, & Taylor, S.A. (1995). Measuring Service Quality: A re-examination and extension. Journal of Marketing, 55-68.
Dagger, T.S., Sweeneym J. C, & Johnson, LW. (2007). A hierarchical model of health service quality scale: Development and investigation of an integrated model. Journal of Service Research. 10, 123-142.
Dawi, N. M., Jusoh, A., Nor, K. M., & Qureshi, M. I. (2016). Service Quality Dimensions in Pay TV In-dustry: A Preliminary Study. International Review of Management and Marketing, 6(4S), 239-249.
De Man, S., Gemmel, P., Vlerick, P., Van Rijk, P., & Dierckx, R. (2002). Patients’ and personnel’s per-ceptions of service quality and patient satisfaction in nuclear medicine. European Journal of Nuclear Medicine. 29, 1109-1117.
Donabedian, A. (2002). Quality assurance in health care: Consumers’ role. Quality in Health Care. 1, 247-251.
Duggirala, M., Rajendran, C., & Anantharaman, R. N. (2008). Provider-perceived dimensions of total quality management in healthcare. Benchmarking: An International Journal, 15, 693-722.
Elleuch, A. (2007). Patient satisfaction in Japan. International Journal of Health Care Quality Assurance, 21, 692-705.
Fisher, E. S, Bynum J. P, & Skinner J. S. (2009). Slowing the growth of health care costs - Lessons from regional variation. The New England Journal of Medicine, 360(9), 849-852.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and meas-urement error: Algebra and statistics. Journal of Marketing Research, 18, 382-388.
Goldstein, S. M, & Schweikhart, S. B. (2002). Empirical support for the baldrige award framework in U.S. hospitals. Health Care Management Review, 27, 62-75.
Gupta, K. S., & Rokade, V. (2016). Importance of Quality in Health Care Sector: A Review. Journal of Health Management, 18(1), 84-94.
Hair Jr, J. F, Anderson, R. E, Tatham R. L, & Black W. C. (2010). Multivariate data analysis and read-ings, 7th ed. Englewood Cliffs, NJ.: Prentice-Hall
Hegji, C. E., & Self, D. R. (2009). The impact of hospital quality on profits, volume, and length of stay. Health Marketing Quarterly. 26, 209-223.
Hill, C. R., & Hughes, J. N. (2007). An Examination of the Convergent and Discriminant Validity of the Strengths and Difficulties Questionnaire. School Psychology Quarterly: The Official Journal of the Di-vision of School Psychology, American Psychological Association, 22(3), 380–406.
Hirut, S. (2015). The effect of service quality on customer based brand equity (A case of Commercial Bank of Ethiopia). Doctoral Dissertation.
Jafari Kelarijani, S. E., Jamshidi, R., Heidarian, A. R., & Khorshidi, M. (2014). Evaluation of factors in-fluencing patient satisfaction in social security hospitals in Mazandaran province, North of Iran. Caspian Journal of Internal Medicine, 5(4), 232–234.
Jarvis, C. B., MacKenzie, S. B., & Podsakoff, P. M. (2003). A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Re-search, 30, 199-218.
John, J. (1996). A dramaturgical view of health care services encounter: cultural value based impression, management guidelines for medical professional behavior. European Journal of Marketing, 30, 60-74.
Jöreskog, K. G, DuToit, S, & DuToit, M. (2000). LISREL 8: New Statistical Features, 2nd ed. Chicago, IL.: Scientific Software International.
Kane, R.L., Maceijewski, M., & Finch, M. (1997). The relationship of patient satisfaction with care and clinical outcomes. Medical Care, 35, 714-730.
Kara, A., Lonial, S., Tarim, M., & Zaim, S. (2005). A paradox of service quality in Turkey: The seemingly contradictory relative importance of tangible and intangible determinants of service quality. European Business Review, 17, 5-20.
Karl, K. A, Harland, L. K, Peluchette, J. V, & Rodie A. R. (2010). Perceptions of service quality: What’s fun got to do with it? Health Marketing Quarterly. 27, 155-172.
Kunst, P., & Lemmink, J. (2000). Quality management and business performance in hospitals: A search for success parameters. Total Quality Management & Business Excellence, 11, 1123-1133.
Levit, L. A., Balogh, E., Nass, S. J., & Ganz, P. (Eds.). (2013). Delivering high-quality cancer care: chart-ing a new course for a system in crisis. Washington, DC: National Academies Press.
Manary, M. P., Boulding, W., Staelin, R., & Glickman, S. W. (2013). The patient experience and health outcomes. New England Journal of Medicine, 368(3), 201-203.
Marley, K. A, Collier, D. A, & Goldstein, S. M. (2004). The role of clinical and process quality in achiev-ing patient satisfaction in hospitals. Decision Science, 35, 349-369.
Meehan, T., Bergen, H., Stedman, T. (2002). Monitoring consumer satisfaction with inpatient service de-livery: The inpatient evaluation of service questionnaire. Australian and New Zealand Journal of Psy-chiatry, 36, 807-811.
Mostafa, M. (2005). An Empirical Study of Patient' Expectation and Satisfaction in Egyptian Hospitals. In-ternational Journal of Health Care quality Assurance. 18, 512-532.
Mukamel, D. B, & Mushlin, A. I. (1998). Quality of care information makes a difference: An analysis of market share and price changes after publication of the New York state cardiac surgery mortality re-ports. Medical Care. 36, 945-954.
Murti, A., Deshpande, A., & Srivastava, N. (2013). Service quality, customer (patient) satisfaction and behavioural intention in health care services: exploring the Indian perspective. Journal of Health Man-agement, 15(1), 29-44.
O’Connor, S.J., Shewchuk, R. (2003). Commentary-patient satisfaction: What is the point? Health Care Management Review, 28, 21-24.
Pakdil, F., & Harwood. T. N. (2005). Inpatient satisfaction in a preoperative assessment clinic: An analy-sis using SERVQUAL dimensions. Total Quality Management, 16, 15-30.
Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1998). SERVQUAL: A multiple-item scale for measur-ing customer perceptions of service quality. Journal of Retailing, 64:12-40.
Priporas, C.V., Laspa, C., & Kamenidou, I. (2008). Patient satisfaction measurement for in-hospital ser-vices: A pilot study in Greece. Journal of Medical Marketing, 8, 325-340.
Qureshi, M. I., Bashir, N., Zaman, K., Sajjad, N., & Fakhr, S. (2012). Customer Satisfaction Measurement and Analysis using six sigma in Telecom sector of Pakistan. European Journal of Sustainable Devel-opment, 1(1), 53.
Qureshi, M. I., Khan, A., & Zaman, K. (2012). Structural investigation of service quality in conventional and Islamic banking in Pakistan. International Review of Management and Marketing, 2(2), 99-105.
Robinson, J.C. (2005). Managed consumerism in health care: A new vision for pursuing public ends through private means. Health Affairs, 24, 1478-1489.
Robinson J.H, Callister L.C, Berry J.A, & Dearing K.A. (2008). Patient-centered care and adherence: Def-initions and applications to improve outcomes. Journal of the American Academy of Nurse Practition-ers, 20, 600–607.
Rohini, R., Mahadevappa, B. (2006). Service quality in Bangalore hospitals-An empirical study. Journal of Services Research, 6, 59-82.
Rossiter, J. (2002). The C-OAR-SE procedure for scale development in marketing. International Journal of Research in Marketing, 19, 305-335.
Salyers, M. P., Bonfils, K. A., Luther, L., Firmin, R. L., White, D. A., Adams, E. L., & Rollins, A. L. (2017). The relationship between professional burnout and quality and safety in healthcare: A meta-analysis. Journal of General Internal Medicine, 32(4), 475-482.
Talib, F., Rahman, Z., & Azam, M. (2011). Best practices of Total Quality Management implementation in health care settings. Health Marketing Quarterly, 28, 232-252.
Tomson, C. R. V., & Berwick D. M. (2006). What can the UK learn from the USA about improving the quality and safety of healthcare? Clinical Medicine, 6, 551-558.
Vinagre, M. H, & Neves J. (2007). The influence of service quality and patients’ emotions on satisfac-tion. International Journal of Health Care Quality Assurance, 21, 87-103.
Ware, J. E, Snyder, M. K, Wright, W. R, & Davies A. R. (1983). Defining and measuring patient satisfac-tion with medical care. Evaluation and Program Planning, 6, 247-263.
Williams, S., Schmaltz, S., Morton, D., Koss, R., & Loeb, J. (2005). Quality of care in U.S. hospitals as re-flected by standardized measures, 2002-2004. New England Journal of Medicine. 353, 255-264.
Wu, H. C., Li, T., & Li, M. Y. (2016). A study of behavioral intentions, patient satisfaction, perceived value, patient trust and experiential quality for medical tourists. Journal of Quality Assurance in Hospi-tality & Tourism, 17(2), 114-150.
Zeithaml, V.A, Parasuraman, A, & Berry, L.L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. Free Press, New York, NY.
Zineldin, M. (2006). The quality of health care and patient satisfaction: An exploratory investigation of the 5Qs model at some Egyptian and Jordanian medical clinics. International Journal of Health Care Quality Assurance, 19, 60-92.
Aghamolaei, T., Eftekhaari, T. E., Rafati, S., Kahnouji, K., Ahangari, S., Shahrzad, M. E., & Hoseini, S. H. (2014). Service quality assessment of a referral hospital in Southern Iran with SERVQUAL tech-nique: patients’ perspective. BMC Health Services Research, 14(1), 322.
Alghamdi, F. S. (2014). The impact of service quality perception on patient satisfaction in Government Hospitals in Southern Saudi Arabia. Saudi Medical Journal, 35(10), 1271–1273.
Alumran, A., Hou, X.-Y., Sun, J., Yousef, A. A., & Hurst, C. (2014). Assessing the construct validity and reliability of the parental perception on antibiotics (PAPA) scales. BMC Public Health, 14, 73.
Anderson, J. C. (1987). An approach to confirmatory measurement and structural equation modeling of organizational properties. Journal of Marketing, 65, 34-49.
Antwi, Y. A, Gaynor, M. S, & Vogt, W. B. (2009). A bargain at twice the price? California hospital prices in the new millennium. Forum for Health Economics & Policy, 12(1).
Arasli, H., Erdogan, H.E, Salih ,T. K. (2008). Gearing service quality into public and private hospitals in small islands Empirical evidence from Cyprus. International Journal of Health Care Quality Assur-ance. 21, 8-23.
Bagozzi, R. P, & Phillips L. W. (1982). Representing and testing organizational theories: A holistic con-strual. Administrative Science Quarterly, 16, 459-489.
Baker, R., & Streatfield, J. (1995). What type of general practice do patients prefer? Exploration of prac-tice characteristics influencing patient satisfaction. British Journal of General Practice, 45, 654-659.
Baker, L., Bundorf, K., Royalty, A., Galvin, C., & McDonald, K. (2007). Consumer-Oriented Strategies for Improving Health Benefit Design.
Berry, L. L, Zeithaml, V.A, Parasuraman, A. (1985). Quality counts in services, too. Business Horizons. 44-52.
Brady, M. K, Cronin, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: A replication and extension. Journal of Business Research, 55,17-31.
Brady M. K., & Cronin J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing. 65, 34-49.
Chen, H., Li, M., Wang, J., Xue, C., Ding, T., Nong, X., Liu, Y., & Zhang, L. (2016). Factors influencing inpatients’ satisfaction with hospitalization service in public hospitals in Shanghai, People’s Republic of China. Patient Preference and Adherence, 10, 469.
Choi, K. S., Lee, H., Kim, C., Lee S. (2005). The service quality dimensions and patient satisfaction rela-tionships in South Korea: Comparison across gender, age and types of service. The Journal of Services Marketing. 19, 140-149.
Cox, C. L., Sherrill-Mittleman, D. A., Riley, B. B., Hudson, M. M., Williams, L. J., Leisenring, W. M., Robison, L. L. (2013). Development of a Comprehensive Health-related Needs Assessment for Adult Survivors of Childhood Cancer. Journal of Cancer Survivorship : Research and Practice, 7(1), 1–19.
Cronin, J. J, & Taylor, S.A. (1995). Measuring Service Quality: A re-examination and extension. Journal of Marketing, 55-68.
Dagger, T.S., Sweeneym J. C, & Johnson, LW. (2007). A hierarchical model of health service quality scale: Development and investigation of an integrated model. Journal of Service Research. 10, 123-142.
Dawi, N. M., Jusoh, A., Nor, K. M., & Qureshi, M. I. (2016). Service Quality Dimensions in Pay TV In-dustry: A Preliminary Study. International Review of Management and Marketing, 6(4S), 239-249.
De Man, S., Gemmel, P., Vlerick, P., Van Rijk, P., & Dierckx, R. (2002). Patients’ and personnel’s per-ceptions of service quality and patient satisfaction in nuclear medicine. European Journal of Nuclear Medicine. 29, 1109-1117.
Donabedian, A. (2002). Quality assurance in health care: Consumers’ role. Quality in Health Care. 1, 247-251.
Duggirala, M., Rajendran, C., & Anantharaman, R. N. (2008). Provider-perceived dimensions of total quality management in healthcare. Benchmarking: An International Journal, 15, 693-722.
Elleuch, A. (2007). Patient satisfaction in Japan. International Journal of Health Care Quality Assurance, 21, 692-705.
Fisher, E. S, Bynum J. P, & Skinner J. S. (2009). Slowing the growth of health care costs - Lessons from regional variation. The New England Journal of Medicine, 360(9), 849-852.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and meas-urement error: Algebra and statistics. Journal of Marketing Research, 18, 382-388.
Goldstein, S. M, & Schweikhart, S. B. (2002). Empirical support for the baldrige award framework in U.S. hospitals. Health Care Management Review, 27, 62-75.
Gupta, K. S., & Rokade, V. (2016). Importance of Quality in Health Care Sector: A Review. Journal of Health Management, 18(1), 84-94.
Hair Jr, J. F, Anderson, R. E, Tatham R. L, & Black W. C. (2010). Multivariate data analysis and read-ings, 7th ed. Englewood Cliffs, NJ.: Prentice-Hall
Hegji, C. E., & Self, D. R. (2009). The impact of hospital quality on profits, volume, and length of stay. Health Marketing Quarterly. 26, 209-223.
Hill, C. R., & Hughes, J. N. (2007). An Examination of the Convergent and Discriminant Validity of the Strengths and Difficulties Questionnaire. School Psychology Quarterly: The Official Journal of the Di-vision of School Psychology, American Psychological Association, 22(3), 380–406.
Hirut, S. (2015). The effect of service quality on customer based brand equity (A case of Commercial Bank of Ethiopia). Doctoral Dissertation.
Jafari Kelarijani, S. E., Jamshidi, R., Heidarian, A. R., & Khorshidi, M. (2014). Evaluation of factors in-fluencing patient satisfaction in social security hospitals in Mazandaran province, North of Iran. Caspian Journal of Internal Medicine, 5(4), 232–234.
Jarvis, C. B., MacKenzie, S. B., & Podsakoff, P. M. (2003). A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Re-search, 30, 199-218.
John, J. (1996). A dramaturgical view of health care services encounter: cultural value based impression, management guidelines for medical professional behavior. European Journal of Marketing, 30, 60-74.
Jöreskog, K. G, DuToit, S, & DuToit, M. (2000). LISREL 8: New Statistical Features, 2nd ed. Chicago, IL.: Scientific Software International.
Kane, R.L., Maceijewski, M., & Finch, M. (1997). The relationship of patient satisfaction with care and clinical outcomes. Medical Care, 35, 714-730.
Kara, A., Lonial, S., Tarim, M., & Zaim, S. (2005). A paradox of service quality in Turkey: The seemingly contradictory relative importance of tangible and intangible determinants of service quality. European Business Review, 17, 5-20.
Karl, K. A, Harland, L. K, Peluchette, J. V, & Rodie A. R. (2010). Perceptions of service quality: What’s fun got to do with it? Health Marketing Quarterly. 27, 155-172.
Kunst, P., & Lemmink, J. (2000). Quality management and business performance in hospitals: A search for success parameters. Total Quality Management & Business Excellence, 11, 1123-1133.
Levit, L. A., Balogh, E., Nass, S. J., & Ganz, P. (Eds.). (2013). Delivering high-quality cancer care: chart-ing a new course for a system in crisis. Washington, DC: National Academies Press.
Manary, M. P., Boulding, W., Staelin, R., & Glickman, S. W. (2013). The patient experience and health outcomes. New England Journal of Medicine, 368(3), 201-203.
Marley, K. A, Collier, D. A, & Goldstein, S. M. (2004). The role of clinical and process quality in achiev-ing patient satisfaction in hospitals. Decision Science, 35, 349-369.
Meehan, T., Bergen, H., Stedman, T. (2002). Monitoring consumer satisfaction with inpatient service de-livery: The inpatient evaluation of service questionnaire. Australian and New Zealand Journal of Psy-chiatry, 36, 807-811.
Mostafa, M. (2005). An Empirical Study of Patient' Expectation and Satisfaction in Egyptian Hospitals. In-ternational Journal of Health Care quality Assurance. 18, 512-532.
Mukamel, D. B, & Mushlin, A. I. (1998). Quality of care information makes a difference: An analysis of market share and price changes after publication of the New York state cardiac surgery mortality re-ports. Medical Care. 36, 945-954.
Murti, A., Deshpande, A., & Srivastava, N. (2013). Service quality, customer (patient) satisfaction and behavioural intention in health care services: exploring the Indian perspective. Journal of Health Man-agement, 15(1), 29-44.
O’Connor, S.J., Shewchuk, R. (2003). Commentary-patient satisfaction: What is the point? Health Care Management Review, 28, 21-24.
Pakdil, F., & Harwood. T. N. (2005). Inpatient satisfaction in a preoperative assessment clinic: An analy-sis using SERVQUAL dimensions. Total Quality Management, 16, 15-30.
Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1998). SERVQUAL: A multiple-item scale for measur-ing customer perceptions of service quality. Journal of Retailing, 64:12-40.
Priporas, C.V., Laspa, C., & Kamenidou, I. (2008). Patient satisfaction measurement for in-hospital ser-vices: A pilot study in Greece. Journal of Medical Marketing, 8, 325-340.
Qureshi, M. I., Bashir, N., Zaman, K., Sajjad, N., & Fakhr, S. (2012). Customer Satisfaction Measurement and Analysis using six sigma in Telecom sector of Pakistan. European Journal of Sustainable Devel-opment, 1(1), 53.
Qureshi, M. I., Khan, A., & Zaman, K. (2012). Structural investigation of service quality in conventional and Islamic banking in Pakistan. International Review of Management and Marketing, 2(2), 99-105.
Robinson, J.C. (2005). Managed consumerism in health care: A new vision for pursuing public ends through private means. Health Affairs, 24, 1478-1489.
Robinson J.H, Callister L.C, Berry J.A, & Dearing K.A. (2008). Patient-centered care and adherence: Def-initions and applications to improve outcomes. Journal of the American Academy of Nurse Practition-ers, 20, 600–607.
Rohini, R., Mahadevappa, B. (2006). Service quality in Bangalore hospitals-An empirical study. Journal of Services Research, 6, 59-82.
Rossiter, J. (2002). The C-OAR-SE procedure for scale development in marketing. International Journal of Research in Marketing, 19, 305-335.
Salyers, M. P., Bonfils, K. A., Luther, L., Firmin, R. L., White, D. A., Adams, E. L., & Rollins, A. L. (2017). The relationship between professional burnout and quality and safety in healthcare: A meta-analysis. Journal of General Internal Medicine, 32(4), 475-482.
Talib, F., Rahman, Z., & Azam, M. (2011). Best practices of Total Quality Management implementation in health care settings. Health Marketing Quarterly, 28, 232-252.
Tomson, C. R. V., & Berwick D. M. (2006). What can the UK learn from the USA about improving the quality and safety of healthcare? Clinical Medicine, 6, 551-558.
Vinagre, M. H, & Neves J. (2007). The influence of service quality and patients’ emotions on satisfac-tion. International Journal of Health Care Quality Assurance, 21, 87-103.
Ware, J. E, Snyder, M. K, Wright, W. R, & Davies A. R. (1983). Defining and measuring patient satisfac-tion with medical care. Evaluation and Program Planning, 6, 247-263.
Williams, S., Schmaltz, S., Morton, D., Koss, R., & Loeb, J. (2005). Quality of care in U.S. hospitals as re-flected by standardized measures, 2002-2004. New England Journal of Medicine. 353, 255-264.
Wu, H. C., Li, T., & Li, M. Y. (2016). A study of behavioral intentions, patient satisfaction, perceived value, patient trust and experiential quality for medical tourists. Journal of Quality Assurance in Hospi-tality & Tourism, 17(2), 114-150.
Zeithaml, V.A, Parasuraman, A, & Berry, L.L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. Free Press, New York, NY.
Zineldin, M. (2006). The quality of health care and patient satisfaction: An exploratory investigation of the 5Qs model at some Egyptian and Jordanian medical clinics. International Journal of Health Care Quality Assurance, 19, 60-92.