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Questionnaire Design for Resolution of Healthcare Provider-Patient Conflict
Cited 0 time in
Web of Science
Cited 0 time in Scopus
- Authors
- Issue Date
- 2019-08-31
- Publisher
- 서울대학교 경영정보연구소
- Abstract
- Conflicts between healthcare providers and patients often occur due to their
differences in cognitive differences regarding healthcare service quality. Despite its
importance, existing literature lacks rigorous testing methods for cognitive differences
between healthcare providers and patients. In this paper, we propose a questionnaire
design to confirm the existence of cognitive differences. We select five dimensions
from the SERVQUAL model and three dimensions based on the characteristics of the
healthcare service industry to compose the questionnaire. We also provide a guideline
to further analyze the causes of cognitive differences based on a regression model.
- Language
- English
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