How the SERVQUAL Model is Applicable in Health Care Organizations

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Ann Mary
Student (Other), New Zealand

How the SERVQUAL Model is Applicable in Health Care Organizations

How is the SERVQUAL model applicable in a health care organization? Could you give an example for the gaps in this field? Thanks...


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.


Discussion Topics
🥇 Calculating the variations in expectations in SERVQUAL
🥈 Gap 5 in SERVQUAL model
🥉 The Standard SERVQUAL Questionaire
Extra SERVQUAL Dimensions
Using SERVQUAL for Employee Satisfaction
How to deal with Change in Perceptions in SERVQUAL?
Weighted and Unweighted Average SERVQUAL Scores?
Zone of Tolerance in Service Quality Expectations
Referencing 12manage
SERVQUAL Should Include Product Quality
Analyzing Gap 4 of SERVQUAL
How to Make Money from Value Added Services
Explanation of the SERVQUAL Gaps
Customer Service is an Opportunity to Differentiate your Business
Data Analysis Using SERVQUAL Model
How to analyze a Supply Chain Using SERVQUAL Model?
Definitions of Service Value
GAP Model versus SERVQUAL Model
👀How the SERVQUAL Model is Applicable in Health Care Organizations
Impact of Service Delivery on Strategy
🔥 Customer Service Excellence ( CSE)
Special Interest Group

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