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

Autori
Mečev, Dijana ; Kardum Goleš, Ivana ; Martić Kuran, Linda

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Book of Preceedings of the 9th International Scientific Conference on Economic and Social Development / Vrankić, Ilko ; Kozina, Goran ; Kovsca, Vladimir - Varaždin : VADEA ; Sveučilište Sjever, 2015, 19-26

ISBN
9789536125173

Skup
9th International Scientific Conference on Economic and Social Development

Mjesto i datum
Istanbul, Turska, 09.04.2015. - 10.04.2015

Vrsta sudjelovanja
Ostalo

Vrsta recenzije
Međunarodna recenzija

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

Sažetak
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.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA