During the last years, the Servqual model, an instrument designed by the marketing research team of Berry, Parasuraman and Zeithaml (1985, 1988), has been modified and tailored to the peculiarity of the health care services. Some authors advise to add new dimensions to the five original ones as well as they suggest to change substantially the type of the dimensions to consider. Within a covariance framework, authors consider the Multiple Co-Inertia Analysis (MCOA) (Chessel, Hanafi, 1996) in order to estimate the multidimensional aspects of the investigated system by taking in to account the various proposals of number of dimensions.
Multiple Co-Inertia Analysis as a tool for the Patient Satisfaction Evaluation
Napolitano M R;Amenta P
Methodology
;Riviezzo A
2005-01-01
Abstract
During the last years, the Servqual model, an instrument designed by the marketing research team of Berry, Parasuraman and Zeithaml (1985, 1988), has been modified and tailored to the peculiarity of the health care services. Some authors advise to add new dimensions to the five original ones as well as they suggest to change substantially the type of the dimensions to consider. Within a covariance framework, authors consider the Multiple Co-Inertia Analysis (MCOA) (Chessel, Hanafi, 1996) in order to estimate the multidimensional aspects of the investigated system by taking in to account the various proposals of number of dimensions.File in questo prodotto:
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