Adapting the SERVQUAL scale to China hospitals services

A survey research instrument called SERVQUAL is used to measure service quality. In China, the health care system is quite different from that of other countries; how to adapt the SERVQUAL scale to Chinese hospitals services becomes a research subject. A system to measure Chinese health service quality that considers China's special situation is needed. In this paper, a series of Chinese hospitals are studied. A system of measuring Chinese health service quality based on the SERVQUAL instrument is built.