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customer-orientation, service, statistical analysis, quality



  1. Ward, Keith F.
  2. Rolland, Erik
  3. Patterson, Raymond A.


Abstract: Based on literature review, we derive a set of dimensions that influence patient-perceived health care quality. Utilizing outpatient survey data from 222 different physicians, we identified six underlying quality factors and classified them according to the derived dimensions. These quality factors explain approximately 51 percent of the variation in overall patient-perceived health care quality.