engleski

Usage of SERVQUAL for assessment of customers` satisfaction with services of primary healthcare public institutions in the city of Šibenik

This paper presents results of an empirical research of quality of services provided in primary healthcare public institutions in the city of Sibenik (with special emphasis on family clinics) by applying SERVQUAL instrument.The results have shown that there is a significant difference between expectations and satisfaction of examinees with received medical services according to all observed variables in SERVQUAL model, which leads to the conclusion that quality of services in primary healthcare public institutions in Sibenik is not satisfactory.

city of Sibenik, primary healthcare, service quality, SERQUAL gap

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