Record Details

QUALITY OF MEDICAL SERVICES AND ITS IMPACT ON CUSTOMER SATISFACTION. DIAGNOSING THE ZONE OF TOLERANCE

Journal of Smart Economic Growth

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ISSN 2537-141X
 
Authentication Code dc
 
Title Statement QUALITY OF MEDICAL SERVICES AND ITS IMPACT ON CUSTOMER SATISFACTION. DIAGNOSING THE ZONE OF TOLERANCE
 
Added Entry - Uncontrolled Name Untaru, Elena Nicoleta
Fugaru, Cecilia
Ispas, Ana
Transilvania University of Brasov
Transilvania University of Brasov
 
Uncontrolled Index Term Business
 
Summary, etc. The purpose of the present research consists in diagnosing the zone of tolerance for the medical services provided by an organic health center (OHC) of Brasov, in order to improve the quality of its services and customer satisfaction. Thus, SERVQUAL was employed as an instrument of service quality assessment, as well as the zone of tolerance, through the assessment of desired and adequate expectations, and their comparison with the customer perceptions. The results revealed that respondents' perceptions related to the quality of services provided by OHC exceeded the desired expectations. Moreover, the level of upgrade and enhancement in terms of center's medical equipment represented the single variable which failed to exceed the top level of expectations. Consequently, the organic health center considered for this research should use its best efforts in order to enhance its medical equipment to increase the customer satisfaction.
 
Publication, Distribution, Etc. Journal of Smart Economic Growth
 
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http://jseg.ro/ojs/index.php/jseg/article/view/23
 
Data Source Entry Journal of Smart Economic Growth; Vol 2, No 1 (2017): JSEG VOL. 2 NO. 1 YEAR 2017
 
Language Note eng
 
Terms Governing Use and Reproduction Note Copyright (c) 2017 Elena Nicoleta Untaru