an importance-performance analysis of primary health care services managers vs. patients perceptionsimportance-performance分析的初级卫生保健服务经理与患者认知.pdfVIP

J. Service Science Management, 2010, 3, 227-234 doi:10.4236/jssm.2010.32027 Published Online June 2010 (http://www.SciRP.org/journal/jssm) An Importance-Performance Analysis of Primary Health Care Services: Managers vs. Patients Perceptions Francisco J. Miranda, Antonio Chamorro, Luis R. Murillo, Juan Vega Economics and Business Management Faculty. University of Extremadura, Badajoz, Spain. Email: fmiranda@unex.es Received February 10th, 2010; revised March 11th, 2010; accepted April 15th, 2010. ABSTRACT Using importance-performance analysis (IPA), this paper examines the perceptio