Mjerenje funkcionalne dimenzije kvaliteta usluga u zdravstvu korištenjem SERVQUAL modela
Measuring of the Functional DImension of the Service Quality in Health Care through the SERVQUAL Model

Summary/Abstract: The primary goal of this research is the development of determinants for measuring funcional dimension of service quality in health care, adapten to SERVQUAL model, as well as verifyng validity and adequacy of SERVQUAL model in estimating experienced quality of provided services to patients in health care industry. For the needs of this research we used framework of SERVQUAL service quality model, which starts with the suggestion that service quality is multidimensional category, and that model explicitly measures the level of previous expectations end the level of perceptions. The choice of this model is a consequence of a fact that it has been used in previous researches of quality level and perception of customers, and that the funcional quality is significant of overall perceived quality.

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