How the SERVQUAL Model is Applicable in Health Care Organizations

Knowledge Center


Next Topic

SERVQUAL > Best Practices

Ann Mary, Student (Other), New Zealand
How is the SERVQUAL model applicable in a health care organization? Could you give an example for the gaps in this field? Thanks... (...) Read more? Sign up for free

Please register now to read all responses and to join this discussion yourself. It's easy and 100% free.

Sign up for free     Log in

  Dr. Paul Yap, Business Consultant, Malaysia

SERVQUAL Model in Health Care Organisation

First of all, the Servqual model, as developed by Parasumaran, Zeithaml and Berry, is very useful in service industries, moreover in Health Care Organisation.

What are the five dimensions in the Servqual model? Responsiveness, Assurance,Tangibility, Empathy and Reliability (see the SERVQUAL summary for more info).

RESPONSIVENESS is the first priority and most vital factors in serving our customers rightfully. As a service provider, we need to be very responsive to what are our customers' needs and wants. Whenever they feel any dissatisfaction, we have to think of them why they react in that manner. If their complaints are logic enough, we need to improve to give the best service for them. If their complaints are baseless, the provider will think of other alternatives to let them pour out their frustrations, then just advise them whether they can switch to other alternatives. If they insist what they perceive and expect the way we serve them, a sincere word "sorry' is just sufficient. They have to a find a way out.

The next important dimension in health care organisation is TANGIBILITY in terms of cleanliness and facilities to provide to the customers. A clean environment and facilities are able to provide a good hygiene to the customers so that they can persistently seek the treatment in health care services.

Zone of Tolerance in Service Quality Expectations
Definitions of Service Value
🔥Limiting SERVQUAL Dimensions
Best Practices
🥇Calculating the variations in expectations in SERVQUAL
🥈Validity test of servqual
🥉Gap 5 in SERVQUAL model
Analysing SERVQUAL with SPSS
SERVQUAL Data Analysis with Excel
Standard SERVQUAL Questionaire
Extra Servqual Dimensions
How to deal with Change in Perceptions in SERVQUAL?
Using SERVQUAL for Employee Satisfaction
Referencing 12manage
Weighted and Unweighted Average SERVQUAL Scores?
Alternative Models to the SERVQUAL model?
SERVQUAL for Product Quality
SERVQUAL in Software Services
Analyzing Gap 4 of SERVQUAL
Service Quality in Insurance
SERVQUAL in Business to Business (B2B)
SERVQUAL Method at Airlines
Designing a SERVQUAL Questionaire
Profitable Value Added Services
SERVQUAL in Production of Software
How to analyze a Supply Chain Using SERVQUAL Model?
Explanation of the SERVQUAL Gaps
Impact of Service Delivery on Strategy
Thesis on Challenges of Customer Service in Hotel Enterprises
Lodging Quality Index (Getty)
GAP Model versus SERVQUAL Model
How the SERVQUAL Model is Applicable in Health Care Organizations
Is the SERVQUAL Model Free to Use? License?
SERVQUAL for Evaluating Customer Perception on ELearning Systems
SERVQUAL Questionnaire for Logistics Company (Forwarding)
Customer Service is an Opportunity to Differentiate your Business
Data Analysis Using SERVQUAL Model
SERVQUAL in Public Services
Special Interest Group Leader

Are you an expert in SERVQUAL? Sign up for free

Knowledge Center


Next Topic

About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
2020 12manage - The Executive Fast Track. V15.6 - Last updated: 20-10-2020. All names of their owners.