Understanding service quality from the performance perspective in the healthcare industry

Abstract

Service quality is a popular measure of quality output not only in the healthcare industry, but in other industries. Organizations use quality as a basis to meet the standard performance of their internal and external requirements. Nevertheless, the needs of the external standards, such as those of the customers,’ are more important than those of the internal. In addition, the needs or aspects that should be satisfied in “quality” vary from one industry to another. Later, organizations swayed their interest to providing quality service, which has become a sensitive term over the years. The study mainly emphasisesonlong debated comparison is made between the SERVPERF and SERVQUALmodels. Even so, this concept has not been used to define the organisational performance, though the measure has previously been used to measure different aspects of quality output. The various service quality models analyzed and the meaning of service quality is discussed. This review is based on the healthcare industry. The report establishes a future recommendation for a study on organisational factors relating to service quality from the context of employee service performance.