This paper presents the findings from a research project looking at the measurement of service quality in English GP Surgeries. It uses an expert panel to classify questions from an existing large scale survey into the SERVQUAL dimensions, which are then confirmed by factor analysis and developed into scales. The scales are used to calculate the relative impact of each dimension of service quality on patient satisfaction. The findings highlight significant problems with the SERVQUAL dimensions in the GP Surgery context. However, they also show that Empathy is the strongest driver of patient satisfaction.
Smith, M. (2014, June). Just what the doctor ordered: Measuring service quality in GP practices. Paper presented at EurOMA Conference 2014