To investigate the service level in the Obstetrics and Gynaecology department in a private hospital by the application of the servqual model

To investigate the service level in the Obstetrics and Gynaecology department in a private hospital by the application of the servqual model

Our study applies the SERVQUAL Model to investigate the service level of a private hospital in Singapore. By focusing on Gap 5 of the SEVQUAL Model, the expectations and perceptions of patients can be found. Personal interviews were conducted with 100 patients. The greatest SERVQUAL gap score was fo...

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Bibliographic Details
Main Authors: Choo, Vivienne Shu Huei., Foo, Suan Li., Lock, Chin Yong.
Other Authors: Lee, Pui Mun
Format: Final Year Project
Published: 2008
Subjects:
DRNTU::Business::Marketing::Customer services
Online Access:http://hdl.handle.net/10356/10295
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Institution: Nanyang Technological University
Description
Summary:Our study applies the SERVQUAL Model to investigate the service level of a private hospital in Singapore. By focusing on Gap 5 of the SEVQUAL Model, the expectations and perceptions of patients can be found. Personal interviews were conducted with 100 patients. The greatest SERVQUAL gap score was found in the responsiveness dimension and the smallest score was in tangibles.

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