engleski

Service Quality Measurement-Application of Servqual Instrument

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.

measurement; service quality; SERVQUAL

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