Assessment of the Quality of Healthcare Services Using SERVQUAL Approach: A Letter

Rakhshani, Tayebeh; Raooufi, Diba; Hashemi, H Jahani; Motlagh, Zahra

doi:10.5812/semj.88041

Cited by 2 publications

(2 citation statements)

References 7 publications

(5 reference statements)

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“…Therefore, special attention to these issues can produce better outcomes, such as higher levels of patient satisfaction, improved communication between the physician and patient, improved therapeutic compliance, and greater recovery rates (34,35). The aforementioned results are consistent with the results of studies by Rakhshani in Iran (36), Hatam in Iran (28), and Ga in Kilimanjaro, Tanzania (24). Similarly, a recent systematic review in Iran indicated the largest gap in the empathy dimension (37).…”

Section: Discussionsupporting

confidence: 79%

Assessment of HIV/AIDS Service Quality Using SERVQUAL Model in Iran: A Cross-sectional Study

Joulaei¹,

Roosta²,

Foroozanfar³

et al. 2022

Shiraz E-Med J

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Background: This study aimed to evaluate the quality of services provided in Voluntary Counseling and Testing (VCT) centers from the perspective of clients. Methods: This cross-sectional study was conducted on people living with human immunodeficiency virus (PLWH) in Shiraz, Iran, in 2019. The data were collected using a SERVQUAL questionnaire. Results: The mean scores of expected and perceived service qualities were 4.81 (95% CI: 4.741 - 4.864) and 3.96 (95% CI: 3.901 - 4.019) in male subjects and 4.85 (95% CI: 4.80 - 4.89) and 4.09 (95% CI: 4.01 - 4.135) in female subjects, respectively. There was a significant difference between the expectations and perceptions of clients in all dimensions of service quality in VCT centers. The gaps in the dimensions of responsiveness and empathy were greater than all other dimensions. Conclusions: Due to the high dissatisfaction of PLWH with the quality of services in the responsiveness, accessibility, and empathy dimensions, priority should be given to these dimensions in any improvement effort. The low education level of this group should be taken into account for any educational programs to be successful.

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Section: Discussionsupporting

confidence: 79%

Assessment of HIV/AIDS Service Quality Using SERVQUAL Model in Iran: A Cross-sectional Study

Joulaei¹,

Roosta²,

Foroozanfar³

et al. 2022

Shiraz E-Med J

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“…An array of research has witnessed that SERVQUAL model has been applied to banking services (Patel and Shah, 2020), health care services (Rakhshani et al, 2017); hospitality industry (Saleh and Ryan, 1991), hotel industry (Akbaba, 2006;Todua and Jashi, 2016); transportation services (Niu et al, 2019), solar product companies (Kumar and Hundal, 2019) and tourism industry (Fick and Brent Ritchie, 1991;Kouthouris and Alexandris, 2005). But very few studies have paid attention to the retail sector.…”

Section: Review Of Literaturementioning

confidence: 99%

Comparative analysis of service quality of Big Bazaar and Spencer's: a fuzzy approach

Sama

Gupta²,

Mathew³

et al. 2021

IJQRM

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PurposeThe main objective of this study is to compare the service quality of two retail chains of hypermarkets, namely, Big Bazaar and Spencer's, using the trapezoidal fuzzy approach.Design/methodology/approachCustomers from Big Bazaar and Spencer's of Andhra Pradesh, India, have been surveyed through a well-designed questionnaire. The study attempts to compare the service quality of two major retail giants (Spencer's and Big Bazaar) in Andhra Pradesh by using the trapezoidal fuzzy approach to prioritize the attributes of service quality of retail outlets.FindingsThe result of the study indicates that the expectations of Big Bazar customers are higher as compared to Spencer's. Further, the study reveals – that Spencer's need to improve in the dimension of tangibility while Big Bazar needs to focus more on responsiveness.Research limitations/implicationsAs the data taken for the study are primary in nature, chances of bias may arise on the part of respondents, which may affect the validity of results. Further, the study is confined to two retail stores in Andhra Pradesh, India only, which may not reflect the broader picture.Practical implicationsRetailers may provide more importance to two major service quality dimensions, i.e. tangibility and responsiveness while preparing for their service and marketing strategies.Originality/valueAs the study relates to the comparative analysis of service quality of Big Bazar and Spencer's, the findings will be of additional value to these specific retailers. Therefore, it is expected that this study will fill the gap in the literature by prioritizing the expectations and perceptions of customers of Big Bazar and Spencer's.

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Assessment of the Quality of Healthcare Services Using SERVQUAL Approach: A Letter

Cited by 2 publications

References 7 publications

Assessment of HIV/AIDS Service Quality Using SERVQUAL Model in Iran: A Cross-sectional Study

Assessment of HIV/AIDS Service Quality Using SERVQUAL Model in Iran: A Cross-sectional Study

Comparative analysis of service quality of Big Bazaar and Spencer's: a fuzzy approach

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