Bridging the dichotomous gap between expectations and perceptions in quantifying hospice care quality. Issue 3 (3rd July 2019)

• Record Type: Journal Article
• Authors: Matthews, Brian L.; Daigle, Jamie
• Is Part Of: Health marketing quarterly. Volume 36:Issue 3(2019)
• Page Start: 236
• Page End: 253
• Publication Date: 2019-07-03
• Subjects: Expectations -- fuzzy logic -- hospice care -- neural network -- perceptions -- service quality; Medical care -- Marketing -- Periodicals; Medical instruments and apparatus industry -- Periodicals; Marketing of Health Services -- Periodicals; Periodicals -- Electronic full-text; 338.4761028
• DOI: 10.1080/07359683.2019.1618010
• Languages: English
• ISSNs: 0735-9683

Abstract

Abstract: This study uses a fuzzy logic and neural network to ascertain how service quality dimensions of the SERVQUAL model (reliability, assurance, empathy, responsiveness, and tangibility) affect overall customer satisfaction. Using a threshold logic unit to produce observation outcomes, the algorithm indicated that while reliability was the crux of the service outcome, peripheral variables (e.g., assurance, empathy, responsiveness, and tangibility) integrated emotions and feelings into the hospice service process which equated to an increased quality of life, a positive disconfirmation of expectations (service expectations were met or exceeded) and a good death experience equating to a positive perception of quality.