Report On Service Quality Of Auckland City Hospital

Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management

Service quality is one area which was studied extensively for the past four decades. In the field of service marketing, there are many definition for service quality. Parasuraman et al, (1988) defines service quality as a discrepancy between customers’ expectation and perception of a service or service experience and this is basically the perceived service quality. Based on this concept, Parasuraman et al. (1985), developed a model known as the SERVQUAL. The SERVQUAL model is based on 22-item scale and it measures service quality based on five dimensions which are reliability, responsiveness, tangibility, assurance and empathy. According to Parasuraman et. al (1985) these five dimension are generic and they are applicable across the industries. However, there are some critics to this model also such as Gronroos (1990) and Mangold and Babakus (1991) who opines that SERVQUAL solely focuses on the service delivery process while neglecting the outcome of the service. Interestingly, the inventors of SERVQUAL suggested the importance of both the functional and technical aspect of service quality in the model (Parasuraman et.al, 1985). However, they didn’t include the technical aspect but it in the instrument. The emphasis on the functional aspect is basically the American school which was

Service quality - refers to difference between the level of service that is expected from consumers and the perception of the service that is actually received. (Caruana,

Technology is interwoven into the structure of the healing hospital adeptly, allowing staff members to work with systematic efficiency, routing work in a manner that enhances the comfort of the patient and family. In this calmer environment, patients tend to get much

The foundational task and obligations concerning the care of patients are explained in this article.

The quality of care that the patient received from their provider is the great concern of the public. The patients worries that that their health is compromised and sacrifised because of the treatments

4 be as friendly as possible make sure the patient is always happy and content.

Establish a convenient time with patient to talk about pain and its psychological and emotional effects.

If we don’t deal with the problem on the spot it can lead to dangerous consequences for patient. It is always better to nip the evil (dangerous situation) in the bud before it shows its dangerous consequences.

So, when the patient arrives at their appointment, he/she should not wait in the waiting room for a long time, and the receptionist/customer service have to note the clinical system that the patient must be welcomed in different ways. For instance, the receptionist offers the coffee herself or goes to the patient to greet and thank him/her for understanding and accepting to change their scheduled appointment. Again it depends on the person itself.

When you become acquainted with the patient well, you can give mind that is more particular to their requirements and in this way

There can be multiple dilemmas that can trigger the service improvement and quality in a facility such as University Hospitals. The most valuable employees that are talented on many different levels can leave the Patient Access department for a position that compensates more. Due to this, the department can face some possible setbacks based on the loss of an individual that serves a greater purpose for the department. Additionally, a department in customer service can face employees that are late or absent on multiple occasions which, can cause the service quality to decrease. The importance for employees to be on time and to be present is essential in, the improvement of service quality in Patient Access.

Source : Adapted from A. Parasuraman, Valerie Zeithaml, and Leonard Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall 1985)

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Sureshchandra, Rajendran and Anantharaman (2002) identified five critical aspects of service quality from the customers point of view namely core service/service product, human element of service delivery, systematisation of service delivery, tangibles of service and lastly social responsibility in order to conceptualise service quality. Table 1 will further provide an explanation to the five critical aspects of service quality as outlined by Sureshchandra et al (2002).