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Applying The Pzb Model In Evaluating The Service Quality Of Rehabilitation In A Rural Local Hospital, Guan-Bo Chen, I-Hisu Liou, Hui-Wen Lu, Chien-Hui Li, Ssu-Yu Chen, Sheng-Hui Tuan

Rehabilitation Practice and Science

Background: Previous studies on rehabilitation have rarely focused on the medical service quality. Not to mention studies about the medical service quality of rehabilitation in the rural public hospital. The expectations and needs of the patients and their caregivers should be emphasized. We applied the concept of Parsuraman,-Zeithaml,-Berry (PZB) service quality gap model and expected zone of tolerance to determine the difference in the medical service quality between the expectations and satisfaction of patients and their caregivers who received rehabilitation in a rural local public hospital in southern Taiwan. Methods: We used a 30-item structured questionnaire, modified from the 22- …