Measurement of the quality perception by patients subjected to a partial service approach

The service quality perceived by hospital patients is of increasing economic and moral importance. This paper empirically examines whether a partial service related approach for services with a high complexity is suitable for assessing the quality of a hospital stay. Factor analysis is used as method for analysis. Evidence of the concurrence between a partial service formulation of the quality dimensions and the perception of the patients is presented. A structural relationship suspected between part qualities and the total quality was confirmed.