Methods of Measuring Health-Care Service Quality
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- Berry, Leonard L. & Zeithaml, Valarie A. & Parasuraman, A., 1985. "Quality counts in services, too," Business Horizons, Elsevier, vol. 28(3), pages 44-52.
- Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
- Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer, vol. 16(3), pages 297-334, September.
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