(pp.245-253) S. Al-Kafafi and S. Varma’Service quality in the healthcare sector’, World Sustainable Development Outlook, 2009

SIHAM EL-KAFAFI, MANUKAU INSTITUTE OF TECHNOLOGY, NEW ZEALAND
SUSHIL VARMA, SOUTHERN CROSS UNIVERSITY, AUSTRALIA

Abstract: Service quality is considered a major weapon which companies can use to gain competitive advantage, and it is considered a critical determinant of competitiveness (Devlin et al., 2002). A critical measure of organisational performance and service quality is commonly noted as a critical prerequisite for establishing and sustaining a satisfactory relationship with valued customers. This paper discusses the healthcare industry in New Zealand, the importance of service quality in general and more specifically to the biomedical engineering departments within hospitals. It further investigates the available models of service quality and how best they could be used in the healthcare sector. The main goal is to recommend a suitable model that could lead to best practice and ultimate customer satisfaction through an adequate service quality in hospitals.
Keywords: Service Quality, Healthcare Sector, Customer Satisfaction

Outlook 2009_El-Kafafi_Varma-Itemid=.pdf
Outlook 2009_El-Kafafi_Varma-Itemid=.pdf

Please note, you need to be a WASD member to login and download publications. Logged-in members will see a 'Download' button in the box above.

If you do not have a login, you can register to become a member.

If you are are already a member, please login below.

Login

Be the first to comment

Leave a Reply

Your email address will not be published.


*