Evaluation of the service quality of hospital X through the use of the SERVQUAL model

• Main Authors: Tan, Leng Lee, Neo, Constance Chee Hui, Tein, Yoke Peng
• Other Authors: Lee, Pui Mun
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Industries and labor
• Online Access: http://hdl.handle.net/10356/11274
• Institution: Nanyang Technological University

This project aims to measure the service quality of Hospital X using the SERVQUAL model.This includes the study of the service quality in five dimensions (ie. Tangibility, Responsiveness, Empathy, Assurance and Reliablity) and gaps between the expectations and perceptions of the management, employes...