who may experience considerable stress from the
facilities in which medical care is provided (Berry and Seltman, 2008). The consumer’s
experience of a service can be expected to influence the evaluation of the service quality
experienced (Gronroos, 1984). The operational definition of quality is based on values and
perceptions, or attitudes (Taylor and Cronin, 1994). Perceived quality of a service will be
the outcome of an evaluation process, where the consumer compares his expectations
with the perception of the service received (Parasuraman et al., 1985) and is the
consumer’s judgment about an entity’s overall excellence or superiority (Zeithaml, 1988).