A gap analysis of HMO service quality
Article Abstract:
An interface model of service quality was developed to provide health maintenance organizations (HMO) an efficient tool for enhancing the quality of health care service while minimizing costs. The proposed HMO framework provides a comprehensive assessment of micro and macro variables necessary in enhancing the entire service system. The model further outlines creative problem solving techniques that would help health care providers improve their decision-making capacity.
Publication Name: Health Marketing Quarterly
Subject: Health care industry
ISSN: 0735-9683
Year: 1999
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A gap analysis of HMO service quality
Article Abstract:
Health maintenance organizations'(HMOs) service quality has been assessed and modeled through the respective use of a modified version of the SERVQUAL instrument and the HMO Interface model. Five dimensions of service quality have been evaluated, namely, reliability, responsiveness, assurance, empathy and tangibles. Findings of the analysis are useful in enhancing HMO service quality on both system and tactical operation levels.
Publication Name: Health Marketing Quarterly
Subject: Health care industry
ISSN: 0735-9683
Year: 1999
User Contributions:
Comment about this article or add new information about this topic:
The instrumental role of product information: a study of warning labels for non-prescription drugs
Article Abstract:
A study of varying levels of warning labels on nonprescription drugs found warning messages that are too strong will discourage use of the product. Too weak a warning, on the other hand, could lead to improper usage of the drug. The link between warning labels and patient compliance is not entirely clear for nonprescription products. The study involved 240 adult subjects in the age range 19-59.
Publication Name: Health Marketing Quarterly
Subject: Health care industry
ISSN: 0735-9683
Year: 1992
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