70 1 Donabedian1980 Parasuraman, Berry, and Zeithaml1988
71 1Donabedian Donabedian1980 2 1 1 2 2 Donabedian1980 Donabedian1980 3 1 3 Donabedian1980Donabedian1982 Donabedian1985 Donabedian1966
72 1 Donabedian1968, 1980 1 Donabedian1980 2 3 1 3 1 Donabedian 2 1995 7
73 2011 2011 2010 EBMEvidence-based Medicine JCAHO 2 53 1 7 2 18 3 3 4 4 5 4 6 15 7 2 45 1 5 2 9 3 24 4 7 95 1 21 2 67 3 7
74 22 50 2 5 3 3 4 3 2011 1990 2010 22 5 10 62 2010 2010 DPC QOL 2010
75 2010 1 6 Regan1963 2000 Thomas1978 2 3 2 3 2 2000
76 3 2000 2000 Grönroos1983Lewis and Booms1983 Parasuraman, Zeithaml, and Berry1985 2 Parasuraman, Berry, and Zeithaml1988 SERVQUAL SERVQUAL 3 5 22 SERVQUAL Carman1990 Babakus and Boller1991 5 Cronin 7 and Taylor1992SERVQUAL SERVPERF 8 4 Parasuraman, Berry, and Zeithaml1991 Parasuraman, Zeithaml, and Berry1994 Cronin and Taylor1994
77 3 Parasuraman, Berry, and Zeithaml1988 2001SERVQUAL 2010 SERVQUAL Parasuraman, Berry, and Zeithaml1988 SERVQUAL Carman1990 9 SERVQUAL Smith Gooding1995 Singh1991 Babakus and Mangold19922003
78 Smith Gooding1995 Lo and McKechnie2007 10 SERVQUAL Parasuraman, Zeithaml, and Berry1994 2010 4
79 4 5 5 2 1 1 1 11 5 12 2 Donabedian, 1980 2011 2 Donabedian1980 2
80 6 6 13 Donabedian1980
81 4 Donabedian 1980 Parasuraman, Berry, and Zeithaml1988 Babakus, Emin and Gregory W. Boller1991,An Empirical Assessment of the SERVQUAL Scale,Journal of Business Research, Vol.24, pp.253 268. Babakus, Emin and W. Glynn Mangold1992,Adapting the SERVQUAL Scale to Hospital Services : An Empirical Investigation,Health Services Research, Vol.26, No.6, pp.767 786. Carman, James M.1990,Consumer Perceptions of Service Quality : An Assessment of the SERVQUAL Dimensions,Journal of Retailing, Vol.66, No.1, pp.33 55. Cronin, J. Joseph Jr., and Steven A. Taylor1992,Measuring Service Quality : A Reexamination and Extension,Journal of Marketing, Vol.56, No.3, pp.55 68. Cronin, J. Joseph Jr., and Steven A. Taylor1994, SERVPERF Versus SERVQUAL : Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality,Journal of Marketing, Vol.58, No.1, pp.125 131. Donabedian, Avedis1966,Evaluating the Quality of Medical Care,Milbank Memorial Fund Quarterly, Vol.44, pp.166 206. Donabedian, Avedis1968,Promoting Quality through Evaluating the Process of Patient Care,Medical Care, Vol.6, pp.181 202. Donabedian, Avedis1980, Exploration in Quality Assessment and Monitoring, Vol.1, The Definition of Quality and Approaches to its Assessment, Ann Arbor, MI : Health Administration Press NPO 2007 Donabedian, Avedis1982Exploration in Quality Assessment and Monitoring, Vol.2, The Criteria and Standards of Quality, Ann Arbor, MI : Health Administration Press. Donabedian, Avedis1985, Exploration in Quality Assessment and Monitoring, Vol.3, The Methods and Findings of Quality Assessment and Monitoring : An Illustrated Analysis, Ann Arbor, MI : Health Administration Press.
82 Grönroos, Christian1983, Strategic Management and Marketing in the Service Sector, Cambridge, MA : Marketing Science Institute. Lewis, Robert C. and Bernard H. Booms1983,The Marketing Aspects of Service Quality,in Berry Leonard T., G. Lynn Shostack, and Gregory D. Upah eds., Emerging Perspective on Service Marketing, Chicago, IL : American Marketing Association, pp.99 107. Lo, S. and S. McKechnie2007,Perceptions of Service Quality and Sacrifice in Patients with Minor Medical Conditions Using Emergency Care,International Journal of Clinical Practice, Vol.61, No.4, pp.596 602. Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml1988SERVQUAL : A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol.64, No.1, pp.12 40. Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml1991,Refinement and Reassessment of the SERVQUAL Scale,Journal of Retailing, Vol.67, No.4, pp.420 450. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry1985,A Conceptual Model of Service Quality and its Implications for Future Research,Journal of Marketing, Vol.49, No.4, pp.41 50. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry1994,Reassessment of Expectations as a Comparison Standard in Measuring Service Quality : Implications for Future Research,Journal of Marketing, Vol.58, No.1, pp.111 124. Regan, William J.1963,The Service Revolution,Journal of Marketing, Vol.27, No.3, pp.57 62. Singh, Jagdip1991,Understanding the Structure of Consumers Satisfaction Evaluations of Service Delivery,Journal of the Academy of Marketing Science, Vol.19, No.3, pp.223 244. Smith Gooding, Sandra K.1995,Quality, Sacrifice, and Value in Hospital Choice,Journal of Health Care Marketing, Vol.15, No.4, pp.24 31. Smith Gooding, Sandra K.2000,Quality, Sacrifice, and Value in Hospital Choice : A Comparative Study of Rural and Suburban Consumer Perspectives,Journal of Hospital Marketing, Vol.13, No.2, pp.23 42. Thomas, Dan R. E.1978,Strategy is Different in Service Business,Harvard Business Review, Vol.56, No.4, pp.150 165. 2000 pp.281 299. 2011 α 2003 Vol.40, No.2, pp.31 37. 2010 pp.292 307. 2010 EBM, Quality IndicatorQuality Indicator 2010 QI pp.10 19. 2010Vol.76, pp.85 97. 2001 SERVQUAL Vol.4, No.1, pp.29 38. 2011Clinical Indicator Vol.48, No.2, pp.23 33. 2010