Service quality evaluation in internal healthcare service chains

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Project details

Degree level





C Hollis


This study examined the nature of service quality dimensions in an internal healthcare service network how these dimensions differ from those used in external service quality evaluations and how different groups within the internal service network evaluate service quality. The study was undertaken in two phases: qualitative interviews with key staff members of a major hospital to establish the service dimensions and a quantitative survey to confirm the dimensions.

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Supervisors supervising this project

Professor Susan Dann Principal Supervisor

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