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Measurement Of Perceived Service Quality Of Selected Dental Specialists, David P. Paul Iii

Theses and Dissertations in Business Administration

Although consumers find it difficult to evaluate the quality of healthcare services in general and dental services in particular, they do make such evaluations. The most widely accepted measurement scale for service quality is SERVQUAL (Parasuraman, Zeithaml and Berry 1988). A more parsimonious alternative to SERVQUAL, SERVPERF, has also been developed (Cronin and Taylor 1992). Previous research comparing these two scales in the setting of adult patients of general dentists concluded that SERVPERF accounts for significantly more of the variance in perceived service quality than does SERVQUAL (McAlexander, Kaldenberg and Koenig 1994). This dissertation extends this line of research to …