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

• 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
• Institution: Nanyang Technological University

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...