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A growing interest in the quality matter has been seen in Polish hospitals lately, especially according to ISO 9001:2000 criteria. In view of the nature of the standard i.e. the lack of consideration of the characteristics of the trade as well as the absence of the proceedings standards in respect to interpretation of the particular points of the standard with-in the medical services, some additional...
The article describes the usage of Servqual model to evaluate the quality level of health care services in hospital. Servqual model is based on gap measurement between patienfs expectations of a health care servicequality and the patienfs perceptions of the service performance. In the research a standard 22 statements questionnaire has been used and assessment of the relative importance of the five...
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