hrvatski

Mjerenje kvalitete usluga-aplikacija SERVQUAL mjernoga instrumenta

The research has examined the SERVQUAL, an instrument developed by Parasuraman et al. (1985 ; 1988), as a possible measure to assist doctors and researchers in evaluating service quality. The SERVQUAL instrument can serve as a useful indicator for doctors in health sector attempting to identify areas of needed service improvement and to researchers seeking a successful measure of health services. Nevertheless, the SERVQUAL instrument forms the basis on which all other works have been actualised. Interestingly, the conceptualisation, measurement and applications of SERVQUAL across different industrial and commercial settings are not bereft of controversies either. Parasuraman basic model was that consumer perceptions of quality emerge from the gap between performance and expectations, as performance exceeds expectations, quality increases ; and as performance decreases relative to expectations, quality decreases. SERVQUAL was applied to measure service quality of the primary care doctors. We decided to use this instrument because of the fact that health is the most important human need, and relationship between service expectation and percetion of the service quality is most important for the quality of living of individuals and quality of the community. The final section of the study is devoted to developing and proposing new directions for future service quality management and measurement.

kvaliteta usluge; SERVQUAL; mjerenje

Rad je kao predavanje prezentiran na skupu XII. Međunarodni znanstveni skup "Društvo i tehnologija 2005.", održanom od 28.-30.06.2005.g., Zadar, Hrvatska.