A case study: measuring service quality of a private hospital using SERVQUAL method

Abstract

For a long time definitions of quality mostly referred to the manufacturing world, not the service sector. However, today more and more leaders of service organizations are discovering that quality is a critical issue for services too. They are aware that improving service in the eyes o f customers is what pays. On the other hand the measurement of service quality has been an elusive concept. In this study Servqual method is used to measure the level of service quality of a private hospital. Servqual is a framework for understanding service quality, measuring it and diagnosing service quality problems. In fact what Servqual says is that service quality is measurable and can be improved. In this respect it is a valuable tool for service sector.