References
- Martin AB, Hartman M, Benson J, et al. National health spending in 2014: faster growth driven by coverage expansion and prescription drug spending. Health Aff. 2016;35(1):150–160.
- US Centres for Medicare and Medicaid Services. National Health Expenditure Projections 2017-2026. Forecast Summary. Available from: https://www.cms.gov.
- Marshall GN, Hays RD, Mazel R. Health status and satisfaction with health care: results from the medical outcomes study. J Consult Clin Psychol. 1996;64(2):380–390.
- Headley DE, Miller SJ. Measuring service quality and its relationship to future consumer behavior. J Healthc Mark. 1993;13(4):32–41.
- Eiriz V, Figueiredo JA. Quality evaluation in health care services based on customer-provider relationships. Int J Health Care Qual Assur Inc Leadersh Health Serv. 2005;18(6-7):404–412.
- Garvin DA. What does “product quality” really mean?. Sloan Manage Rev. 1984;26(1):25–43.
- Grönroos C. A service quality model and its marketing implications. Eur J Mark. 1984;18(4):36–44.
- Grönroos C. The six criteria of good perceived quality service. Rev Bus. 1988;9(3):10–13.
- Parasuraman A, Zeithaml VA, Berry LL. A conceptual model of service quality and its implications for future research. J Mark. 1985;49(4):41–50.
- Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail. 1988;64(1):12–40.
- Asubonteng P, McCleary KJ, Swan JE. SERVQUAL revisited: a critical review of service quality. J Serv Mark. 1996;10(6):62–81.
- Carman JM. Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. J Retail. 1990;66(1):33–55.
- Bowers MR, Swan JE, Koehler WF. What attributes determine quality and satisfaction with health care delivery? HealthC Manage Rev. 1994;19(4):49–55.
- Cronin JJ, Taylor SA. SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. J Mark. 1994;58(1):125–131.
- Ovretveit J. Health service quality: an introduction to quality measures for health services. Oxford: Blackwell Scientific Publications; 1992.
- Wichowski HC, Kubsch SM, Ladwig J, et al. Patients’ and nurses’ perceptions of quality nursing activities. Br J Nurs. 2003;12(19):1122–1129.
- Hudelson P, Cleopas A, Kolly V, et al. What is quality and how is it achieved? Practitioners’ views versus quality models. Qual Saf Health Care. 2008;17(1):31–36.
- Donabedian A. Commentary on some studies of the quality of care. Health Care Financ Rev. 1987;75–85.
- Coddington DC, and Moore KD. Quality of care as a business strategy. Healthc Forum. 1987;30(2):29–32.
- Institute of Medicine. Crossing the quality chasm: a new health system for the 21st century. Washington (DC): National Academy Press; 2001.
- Berwick DM, Nolan TW, Whittington J. The triple aim: care, health, and cost. Health Aff. 2008;27(3):759–769.
- Bodenheimer T, Sinsky C. From triple to quadruple aim: care of the patient requires care of the provider. Ann Fam Med. 2014;12(6):573–576.
- Giannini, M. Performance and quality improvement in healthcare organizations. Int J Healthc Manage. 2015:8(3):173–179.
- Usrey M, Dooley K. The dimensions of software quality. Qual Manage J. 1998;3:67–86.
- Holsti OR, Holsti O. Content analysis. In: Lindzey, G., editor. The handbook of social psychology. New Delhi: Amerind Publishing Co; 1968. p. 596–692.
- Lawshe CH. A quantitative approach to content validity. Pers Psychol. 1975;28(4):563–575.
- Dunteman GH. Principal components analysis. Newbury Park (CA): Sage Publications; 1989.
- Henry FK. The application of electronic computers to factor analysis. Educ Psychol Meas. 1960;20(1):141–151.
- Lin BY-J, Hsu C-PC, Lee C-H, et al. Patient satisfaction in hospital-based emergency departments: recommendation for healthcare management and policy. Int J Public Pol. 2009;5(2-3):175–189.
- Dean AM. The applicability of SERVQUAL in different health care environments. Health Mark Q. 1999; 16(3):1–21.
- Baldwin A., and Sohal A. Service quality factors and outcomes in dental care. Manag Serv Qual. 2003; 13(3):207–216.
- Jabnoun N, Chaker M. Comparing the quality of private and public hospitals. Manag Serv Qual Int J. 2003; 13(4):290–299.
- Joint Commission on Accreditation of Healthcare Organizations (JCAHO). Tools for performance measurement in health care: a quick reference guide. Joint Commission Resources; 2002.
- Vandamme R, Leunis J. Development of a multiple-item scale for measuring hospital service quality. Int J Serv Ind Manage. 1993;4(3):30–49.