Ali, Sadia Samar; Basu, Arati; Ware, Nilesh - In: Benchmarking: An International Journal 25 (2018) 3, pp. 815-837
Purpose: The purpose of this paper is to understand and compare the level of patient’s expectations of healthcare services and their perceived performance. The paper also provides insights into the specific service factors and quality of hospital services which are required to meet the needs...