Servequal Model
SERVEQUAL MODEL (Measuring Service Quality of Hospitals in Larkana)
Author 1: Sumeet Seedani (SZABIST) Contact #: 03333633233 Email: Sumeet_raj19@hotmail.com
Author 2: Naveed Anwar
Contact number: 03562141247 Email address: Naveed@lrk.szabist.edu.pk
Table of contents:
Abstract 03 Introduction and 04 Literature Review 05 Importance 07 Research Methodology 08 Five Dimensions (Variables) 09 Data Analysis 10 Findings 11 Conclusion 12 Bibliography 13
ABSTRACT
Service quality is a concept that has stimulated considerable interest and debate in the research literature because of the difficulties in both defining and measuring it. Customer satisfaction and service quality always treated together as customer’s perception and expectation, and the gap will show the result of the total satisfaction. The aim of the study is to rank the 5 dimensions of the service quality to measure the service quality of hospitals in larkana with the help of SERVEQUAL Model. This study also examines the Service quality gap by measuring the gap between Hospital’s patient’s expectations and perceptions.
This research shows that all the dimensions of the service are very much important for the service quality. Tangibility was rated as the most important dimension followed by assurance, reliability, responsiveness and empathy.
The questionnaire used for this study was “SERVICE Quality: SERVEQUAL (Parasuraman, Zeithaml, and Berry 1986, 1988)”. The measurements used were on the basis of SERVEQUAL Model which is the best way to measure the service quality.
This study state that the expectations were so much high but the perceptions are not that much strong and there is a huge gap between Patient’s Expectations and perception.
Key words: Service quality, Customer satisfaction, perception and expectation, gap, Tangibility, assurance, reliability, responsiveness empathy.
Introduction
SERVEQUAL model is a method to measure
Author 1: Sumeet Seedani (SZABIST) Contact #: 03333633233 Email: Sumeet_raj19@hotmail.com
Author 2: Naveed Anwar
Contact number: 03562141247 Email address: Naveed@lrk.szabist.edu.pk
Table of contents:
Abstract 03 Introduction and 04 Literature Review 05 Importance 07 Research Methodology 08 Five Dimensions (Variables) 09 Data Analysis 10 Findings 11 Conclusion 12 Bibliography 13
ABSTRACT
Service quality is a concept that has stimulated considerable interest and debate in the research literature because of the difficulties in both defining and measuring it. Customer satisfaction and service quality always treated together as customer’s perception and expectation, and the gap will show the result of the total satisfaction. The aim of the study is to rank the 5 dimensions of the service quality to measure the service quality of hospitals in larkana with the help of SERVEQUAL Model. This study also examines the Service quality gap by measuring the gap between Hospital’s patient’s expectations and perceptions.
This research shows that all the dimensions of the service are very much important for the service quality. Tangibility was rated as the most important dimension followed by assurance, reliability, responsiveness and empathy.
The questionnaire used for this study was “SERVICE Quality: SERVEQUAL (Parasuraman, Zeithaml, and Berry 1986, 1988)”. The measurements used were on the basis of SERVEQUAL Model which is the best way to measure the service quality.
This study state that the expectations were so much high but the perceptions are not that much strong and there is a huge gap between Patient’s Expectations and perception.
Key words: Service quality, Customer satisfaction, perception and expectation, gap, Tangibility, assurance, reliability, responsiveness empathy.
Introduction
SERVEQUAL model is a method to measure
Bibliography: The questionnaire used for this study was “SERVICE Quality: SERVEQUAL (Parasuraman, Zeithaml, and Berry 1986, 1988)”. The measurements used were on the basis of SERVEQUAL Model which is the best way to measure the service quality.