This article offers a methodological
proposal for measuring quality of
outpatient service using the model
of tolerance zone. A mix of in-depth
interviews, focus group meetings,
exploratory factor analysis, and confirmatory factor analysis revealed
that users make judgments about
the quality of outpatient services
by evaluating service convenience,
substantial service, and human and
professional aspects of service providers. The article includes a guide
about how managers should apply,
interpret, and use the outcomes of
the proposed evaluation methodology. Lastly, it identifies limitations
and suggests future research topics.
