Question

CASE STUDY

On your way for lectures one day, you came across an accident scene where the victim was bleeding profusely. You happened to be the first person at the scene so you assisted the victim to a nearby health centre. When you entered a yard of the health facility you noticed that the compound was very neat with beautiful flowers and modern structures. At the emergency ward was a nurse who was busily having a phone conversation with a supposed friend. It took her about five minute on your arrival before attending to the accident victim in a pool of blood. After the first aid received from the nurse which could not stop the bleeding entirely, it took you between eighteen to twenty minutes before a medical officer attended to you at the emergency unit. The story was not different at the pharmacy unit where you had to go for the prescribed drugs. It you a considerable length of time before you were finally served although there was a queue.

Using the parasuramans dimensions of quality, discuss the quality of the health centre.

Answer 1

parasuramans dimensions of quality, discuss the quality of the health centre.

Service industry is one of those sectors of economy which are developing rapidly across the world. Keeping service quality has been a matter of concern for public and private healthcare institutions across the globe. quality is the measure of customer satisfaction, In the healthcare industry also the patient perception of service quality positively influences patient satisfaction

Service quality is briefly defined as how companies meet or exceed customer expectations.the highest quality means the best satisfaction of consumers’ preferences.

DIMENSIONS OF SERVICE QUALITY – SERVQUAL SERVICE QUALITY MODEL

Parasuraman et al recommended SERVQUAL, a service quality model to measure the scale of difference between what consumers expect and their perceptions.

Service quality in hospitals should be directed towards the satisfaction of patients.in this competitive world especially in service sector it is important to make health care providers improving their service qualities. it can assist the administrative team of hospital in determining the policy /strategy by prioritizing attributes that have a big gap to improve the quality of its services. parasuramans dimensions of quality model being an assessment of services offered to a customer or to the extent to which the service offered meets customers expectation used as a tool to measuring the service quality in health industry.in order to attain long term profitability and competitive advantage in today,quality of service becomes essential.recent years health care industry has grabbed due attention for service quality due to payment to nurses, privatisation and medical college issues.

Service quality is briefly defined as how companies meet or exceed customer expectations.Parasuraman et al recommended SERVQUAL, a service quality model(dimension of service quality) to measure the scale of difference between what consumers expect and their perceptions.

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