Razvijanje determinanti za mjerenje tehničke dimenzije kvaliteta usluga u zdravstvu korištenjem SERVQUAL modela
Development of Determinants for Measuring Technical Dimension of Service Quality in Health Care by Using Servqual Model

Summary/Abstract: The primary goal of this research is the development of determinants for measuring technical dimension of service quality in health care, adapted to SERVQUAL model, as well as verifying 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 a 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 the fact that it has been used in previous researches of quality level and perception of customers, and that the technical quality is significant part of overall perceived quality. Pursuant to the results of the research, it can be concluded that the patients do not have enough knowledge of technical service quality in health care industry.

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