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T1  - Development of a universal short patient satisfaction questionnaire on the basis of SERVQUAL : Psychometric analyses with data of diabetes and stroke patients from six different European countries 
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UR  - http://hdl.handle.net/10138/316020 
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A1  - Konerding, Uwe; Bowen, Tom; Elkhuizen, Sylvia G.; Faubel, Raquel; Forte, Paul; Karampli, Eleftheria; Malmstrom, Tomi; Pavi, Elpida; Torkki, Paulus 
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Y1  - 2019 
LA  - eng 
AB  - Objective A short questionnaire which can be applied for assessing patient satisfaction in different contexts and different countries is to be developed. Methods Six items addressing tangibles, reliability, responsiveness, assurance, empathy, and communication were analysed. The first five items stem from SERVQUAL (SERVice QUALity), the last stems from the discussion about SERVQUAL. The analyses were performed with data from 12 surveys conducted in six different countries (England, Finland, Germ... 
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KW  - CONSUMER PERCEPTIONS; SERVICE QUALITY; CARE QUALITY; VALIDATION; OUTPATIENT; SCALE; COMMUNICATION; 3142 Public health care science, environmental and occupational health; 3141 Health care science 
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