Cross-National Emic Scale Development in Health Care Service Quality

Although, health care service quality has been studied extensively and independently in a number of different countries, cross-national service quality research is less common. Several health care service quality measures are available, but to the best of our knowledge, there are no studies on cross-national scale development for health care service quality. Furthermore, when several nations have been compared, the scales have been borrowed, often from Western developed countries. This paper describes the process of cross-national emic scale development for health care service quality in Finland, India, Nigeria, and the People’s Republic of China (PRC). We start our scale development from existing literature, refine the scale with data from the four countries, and arrive to 15-item measure.