Developing a Service Quality Measurement Model of Public Health Center in Indonesia
Akman, I. & Rehan, M. (2010). The predictive impact of socio-demographic and behavioral factors on professionals’ e-commerce attitudes. Scientific Research and Essays, 5(14), 1890-1898.
Al-Khayri, J. & Hassan, M. I. (2012). Socio-Demographic Factors Influencing Public Perception of Genetically Modified Food in Saudi Arabia. American Journal of Food Technology, 7(3), 101-112.
Alreck, P. & Settle, R. B. (2002). Gender effects on Internet, catalogue and store shopping. Journal of Database Marketing, 9(2), 150–162.
Al-Rousan, Ramzi, M., & Mohamed, B. (2010).Customer Loyalty and the Impacts of Service Quality: The Case of Five Star Hotels in Jordan. International Journal of Human and Social Sciences, 5(13), 886-892.
Alrubaiee, L. & Alkaa’ida, F. (2011). The Mediating Effect of Patient Satisfaction in the Patients’ Perceptions of Healthcare Quality–Patient Trust Relationship. International Journal of Marketing Studies, 3(1), 103-127.
Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social Science & Medicine, 52, 1359–1370.
Badri, Masood A., Attia, Samaa T., & Ustadi, Abdulla M., (2008).Testing not-so-obvious models of healthcare quality. International Journal of Health Care Quality Assurance, 21(2), 159-174.
Baltussen, R. M. P. R., Haddad, Y. Ye., & Sauerborn, R. S. (2002). Perceived quality of care of primary health care services Burkina Faso. Health Policy and Planning, 17(1), 42-48.
Baltussen, Rob. & Ye, Yazoume., (2005). Quality of care of modern health services as perceived by users and non-users in Burkina Faso. International Journal for Quality in Health Care, 18(1), 30-34.
Batchelor, C., Owens, D. J., Read, M., & Bloor, M. (1994). Patient Satisfaction Studies: Methodology, Management and Consumer Evaluation. International Journal of Health Care Quality Assurance, 7(7), 22 – 30.
Berry, L. L., Zeithaml, V. A. & Parasuraman, A. (1985). Quality counts in services, too. Business Horizon, 28, 44-52.
Bhaskaran, S. & Sukumaran, N. (2007).National culture, business culture and management practices: consequential relationships? Cross Cultural Management: An International Journal, 14(1), 54-67.
Bloomer, J., de Ruyter, K., & Wetzels, M. (1999).Linking perceived service Quality and service loyalty: a multi-dimensional perspective. European Journal of Marketing, 33(11), 1082-1106.
Brady, M. K. & Cronin, J. J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing, 65, 34-49.
Bunthuwun, L., Sirion, C., & Howard, C. (2010).Effective Customer Relationship Management of Health Care: A Study of The Perceptions of Service Quality, Corporate Image, Satisfaction, and Loyalty of Thai Outpatients of Private Hospitals in Thailand. In Proceedings of ASBBS Annual Conference: Las Vegas, February 2010, 17(1), 198-210.
Choi, K. S., Lee, H., Kim, C., & Lee, S. (2005). The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service. Journal of Services Marketing, 19(3), 140–149.
Clemes, M. D., Gan, C., Kao, T, H., & Choong M. (2008).An empirical analysis of customer satisfaction in international air travel. Innovative Marketing, 4, 50-62.
Clewes, D. (2003). A Student-centered Conceptual Model of Service Quality in Higher Education. Quality in Higher Education, 9(1), 69-85.
Cronin, J. J. & Taylor S.A. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 56, 55–68.
Cui, C. C., Lewis, B. R., & Park, W. (2003). Service quality measurement in the banking sector in South Korea. International Journal of Bank Marketing, 21(4), 191–201.
De Jager, J. W., du Plooy, A. T., & Ayadi, M. F. (2010). Delivering quality service to in- and out-patients in a South African public hospital. African Journal of Business Management, 4(2), 133-139.
Deber, R. B. (2002). Delivering Health Care Services: Public, Not-For-Profit, or Private? (Discussion Paper #17). Retrieved from Commission on the Future of Healthcare in Canada: http://publications.gc.ca/collections/Collection/CP32-79-17-2002E.pdf
Donabedian, A. (2005). Evaluating the Quality of Medical Care. The Milbank Quarterly, 83(4), 691–729.
Farah, A., Zainalabidin, & Ismail. (2011).The influence of socio-demographic factors and product attributes on attitudes toward purchasing special rice among Malaysian consumers. International Food Research Journal, 18(3), 1135-1142.
Fornell, C. & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 48, 39–50.
Gupta Kamal K., & Bansal, Ipshita (2012). Development of instrument to measure internet banking service quality in India. Journal of Arts, Science & Commerce, 3(22), 11-25.
Haddad, Slim, Fournier, Pierre, & Potvin, Louise, (1998). Measuring lay people’s perceptions of the quality of primary health care services in developing countries. Validation of a 20-item scale. International Journal for Quality in Health Care, 10(2), 93-104.
Hair, J. F. Jr. Black, W. C., Babin, B. J. Anderson, R. E. & Tatham, R. L. (2006), Multivariate data analysis (6th ed.). New Jersey: Prentice Hall.
Hair, J.F. Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis, (7th ed.). New Jersey: Prentice-Hall.
Hasan, H. F. A., Ilias, A., Rahman, Abd R., & Razak, M. Z. A. (2008). Service quality and student satisfaction: a case study at private higher education institutions. International Business Research, 1(3), 163-175.
Health Act Number 36/2009.
Herbig, P. & Genestre, A. (1996). An examination of the cross-cultural differences in service quality: the example of Mexico and the USA. Journal of Consumer Marketing, 13(3), 43–53.
Ishaq, M. I. (2011). A study on relationship between service quality and customer satisfaction: An empirical evidence from Pakistan telecommunication industry. Management Science Letters 1, 523–530.
Ismail, A., Alli, N., & Abdullah, M. M. (2009). Perceive value as a moderator on the relationship between service quality features and customer satisfaction. International Journal of Business and Management, 4(2), 71-79.
Jabnoun, N. & Chaker, M. (2003). Comparing the quality of private and public hospitals. Managing Service Quality, 13(4), 290-299.
Jain, S. K. & Gupta, G. (2004). Measuring Service Quality: SERVQUAL vs. SERVPERF Scales. VIKALPA, 29(2), 25-37.
Jen Hung, H. & Yi Chun, Y. (2010). Gender differences in adolescents’ online shopping Motivations. African Journal of Business Management, 4(6), 849-857.
Jen, W. & Hu, K. C. (2003). Application of perceived value model to identify factors affecting passengers’ repurchases intention on city bus: a case of the Taipei metropolitan area. Transportation, 30, 307-327.
Karassavidou, E., Glaveli, N., & Papadoupoulos, C.T. (2009). Quality in NHS hospitals: no one knows better than patients. Measuring Business Excellence, 12(1), 34-46.
Kheng, L. L., Mahamad, O., Ramayah, T., & Mosahab, R. (2010). The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia. International Journal of Marketing Studies, 2(2), 57-66.
Kuo, Yingfeng, Wu, Chiming, & Deng, Weijaw. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Journal Computers in Human Behavior, 25(4), 887-896.
Lagrosen, S., R. Seyyed Hashemi & M. Leitner. (2004). Examination of the dimension of quality in higher education. Quality Assurance in Education, 12, 61-69.
Lai, Wentai & Chen, Cingfu (2011). Behavioral intention of public transit passenger – the role of service quality, perceived value, satisfaction and involvement. Transport Policy, 18, 318-325.
Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217-231.
Lim, P. C. & Tang, N. K. H. (2000). A study of patients’ expectations and satisfaction in Singapore hospitals. International Journal of Health Care Quality Assurance, 13(7), 290 - 299.
Lynn, M. R., McMillen, B. J., & Sidani, S. (2007). Understanding and Measuring Patients’ Assessment of the Quality of Nursing Care. Nursing Research, 56(3), 159-166.
Malhotra, N. K., Ulgado, F. M., Agarwal, J. & Baalbaki, I. B. (1994). International services marketing: a comparative evaluation of the dimensions of service quality between developed and developing countries. International Marketing Review, 11(2), 5-15.
Maxwell, R. J. (1984). Perspectives in NHS management- quality assessment in health. British Medical Journal, 288, 1470-1472.
Nair, A. (2006). Meta-analysis of the relationship between quality management practices and firm performance-implications for quality management theory development. Journal of Operations Management, 24(6), 948-975.
Narang, R. (2011). Determining quality of public health care services in rural India. Clinical Governance: An International Journal, 16(1), 35-49.
Ojo, O. (2010). The relationship between service quality and customer satisfaction in the telecommunication industry: evidence from Nigeri. Broad Research in Accounting, Negotiation, and Distribution, 1(1), 88-100.
Olorunnivo, F., Hsu, M. K. & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intention in the service factory. Journal of Services Marketing, 20(1), 59-72.
Omar, N. A., Abu, N. K., Sapuan, D. A., Aziz, N. A., & Nazri, M. A. (2010). Service quality and value affecting parents’ satisfaction and behavioral intention in a childcare centre using a structural approach. Australian Journal of Basic and Applied Science, 4(9), 4440-4447.
Pai, Y. & Chary, S. (2012). Measuring Hospital Service Quality: A conceptual Framework. In Proceedings of International Conference on Humanities, Economics, and Geography (ICHEG’2012), Bangkok, 17-18 March 2012 (pp. 192-195).
Parasuraman, A., Zeithaml, Valarie A. & Berry, Leonard 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. (1988). SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality. Journal of Retailing, 64(1), 12- 40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991).Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 67(4), 420 – 450.
Parasuraman, A., Zeithaml V. A., & Berry L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of Marketing, 58, 111-124.
Pascoe, G. C. & Attkisson, C. C. (1983). The evaluation Ranking scale: a new methodology for assessing satisfaction. Evaluation and Program Planning, 6(3–4), 335-347.
Reidenbach, R. Eric & Sandifer-Smallwood. (1990). Exploring perceptions of hospital operations by a modified SERVQUAL approach. Journal of Health Care Marketing, 10(4), 47-55.
Salazar, A., Rita, P. & Costa, J. (2004). Relationship between service quality, customer satisfaction, and behavioral intention: a study of the hospitality sector. In Proceedings of the 33rd EMAC (European Marketing Academy Conference), Murcia, Spain, 18-21 May 2004.
Sumaedi, S., Bakti, I.G.M.Y., & Metasari, N. (2011). The effect of students’ perceived service quality and perceived price on student satisfaction. Management Science and Engineering, 5(1), 88-97.
Tari, J. J., Molina, J. F., & Castejon, J. L. (2007).The relationship between quality management practices and their effects on quality outcomes. European Journal of Operational Research, 183, 483-501.
Teng, C. I., Ing, C. K., Chang, H. Y., & Chung, K. P. (2007). Development of Service Quality Scale for Surgical Hospitalization. J Formos Med Assoc, 106(6), 475-484.
The Decree of Indonesian Minister of Health No. 279/MENKES/SK/IV/2006 concerning the Guideline for Implementing Public Healthcare Effort in Public Health Center.
The Decree of Indonesian Minister of Administrative Reform (MENPAN). No. 81 Year 1993. Concerning Guideline for Management of Public Services.
Tomes, A. E. & Ng, Stepen Chee Peng, (1995). Service quality in hospital care: the development of an in-patient questionnaire. International Journal of Health Care Quality Assurance, 8(3), 25-33.
Tucker, J. L. (2002). The moderators of patient satisfaction. Journal of Management in Medicine, 16(1), 48 – 66.
Van Duong, D., Binns, C. W., Lee, Andy H., & Hipgrave, D. B. (2004). Measuring client-perceived quality of maternity services in rural Vietnam. International Journal for quality in Health Care, 16(6), 447-452.
Vandamme, R. & Leunis, J. (1993). Development of Multiple-item Scale for Measuring Hospital Service Quality. International Journal of Service Industry Management, 4(3), 30-49.
Wan Yusoff, Wan Zahari W. & Ismail, M. (2008). FM-SERVQUAL: A new approach of service quality measurement framework in local authorities. Journal of Corporate Real Estate, 10(2), 49-64.
Wellstood, K., Wilson, K., & Eyles, J. (2005).Unless you went in with your head under your arm: Patient perceptions of emergency room visits. Social Science & Medicine, 61, 2363–2373.
Wen,Chieh Hua, Lan, L. W. & Cheng, Hsiu Ling. (2005). Structural equation modelling to determine passenger loyalty toward intercity bus service. Journal of the Transportation Research Board, 1927, 249-255.
Williams, S. J. & Calnan, M. (1991). Convergence and divergence: Assessing criteria of consumer satisfaction across general practice, dental and hospital care settings. Social Science & Medicine, 33(6), 707-716.
Witkowski, T. H. & Wolfinbarger, M. F. (2002). Comparative service quality: German and American ratings across service settings. Journal of Business Research, 55, 875 – 881.
Wouters E., Heunis C., van Rensburg D., & Meulemans H. (2008). Patient satisfaction with antiretroviral services at primary healthcare facilities in the Free State, South Africa – a two-year study using four waves of cross-sectional data. BMC Health Serv. 8, 210. DOI:10.1186/1472-6963-8-210.
Yeşilada, F. & Direktör, E. (2010). Health care service quality: A comparison of public and private hospitals. African Journal of Business Management, 4(6), 962-971.
Ygge, Britt-Marie & Arnetz, Judith E. (2001). Quality of pediatric care: application and validation of an instrument for measuring parent satisfaction with hospital care. International Journal for Quality in Health Care, 13(1), 33-43.
Zeithaml, Valarie A. (1988). Consumer perceptions of price, quality and value: a means and model and synthesis of evidence. Journal of Marketing, 52, 2-22.
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(1), 60-92.
- There are currently no refbacks.
How to do online submission to another Journal?
If you have already registered in Journal A, then how can you submit another article to Journal B? It takes two steps to make it happen:
1. Register yourself in Journal B as an Author
Find the journal you want to submit to in CATEGORIES, click on “VIEW JOURNAL”, “Online Submissions”, “GO TO LOGIN” and “Edit My Profile”. Check “Author” on the “Edit Profile” page, then “Save”.
Go to “User Home”, and click on “Author” under the name of Journal B. You may start a New Submission by clicking on “CLICK HERE”.
We only use three mailboxes as follows to deal with issues about paper acceptance, payment and submission of electronic versions of our journals to databases:
email@example.com; firstname.lastname@example.org; email@example.com
Copyright © 2010 Canadian Research & Development Centre of Sciences and Cultures
Address: 730, 77e AV, Laval, Quebec, H7V 4A8, Canada
Telephone: 1-514-558 6138