A Gap Analysis of Professional Service Quality

1989 ◽  
Vol 53 (2) ◽  
pp. 92-98 ◽  
Author(s):  
Stephen W. Brown ◽  
Teresa A. Swartz
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Services Quality ◽  
Professional Services ◽  
Professional Service ◽  
Service Encounter ◽  
Medical Services ◽  
Primary Study ◽  
Study Setting

Providers of professional services recently have awakened to consumer challenges, competition, and the realities of marketing. With these changes, a related and equally important issue has emerged—service quality and evaluating the service encounter. Using medical services as the primary study setting, the authors explore the concept of professional services quality and its evaluation from both the provider and client perspectives. They use gap analysis as an appropriate approach for examining the evaluation of a professional service. The findings provide special empirical insights on the gaps that can arise from inconsistent perceptions of expectations and experiences between patients and physicians. Finally, both managerial and research implications are presented.

Expectations Versus Realities Of Higher Education: Gap Analysis And University Service Examination

2011 ◽  
Vol 4 (10) ◽  
pp. 25 ◽  
Author(s):  
Ayooth Yooyen ◽  
Mohammed Pirani ◽  
Bahaudin G. Mujtaba
Keyword(s):  
Gap Analysis ◽  
Services Quality ◽  
University Education ◽  
Primary Study ◽  
Student Service ◽  
Recruitment Challenges ◽  
Education Gap ◽  
University Services ◽  
The University ◽  
Study Setting

The university education providers are waking to student recruitment challenges, competition, and the realities of marketing. With these changes, a related and equally important issue has emerged; that is, the student service quality and evaluating of the educational encounter. Using university services as the primary study setting, the study explores the concept of university services quality and its evaluation from both the university provider and student perspectives. Gap analysis is used as an appropriate approach for examining the similarities and differences in expectations of the university services. The findings, based on a survey of 712 responses, provide special empirical insights on the gaps that can arise from inconsistent perceptions of expectations and experiences between the students and the university. Finally, implications for university administration, marketing and research are presented.

Bringing a Client Focus to International Marketing: A Change Management Case Study

2000 ◽  
Vol 6 (2) ◽  
pp. 44-55
Author(s):  
Paul Patterson
Keyword(s):  
Service Quality ◽  
Change Management ◽  
Information Transfer ◽  
Management Program ◽  
Professional Services ◽  
Service Industries ◽  
Professional Service ◽  
Service Firms ◽  
Wide Range

AbstractConsumers the world over are becoming more homogeneous thanks to the unifying forces of travel, media, technology, information transfer and the like. Furthermore, today customers have higher expectations than ever before regarding the quality of service they should receive from a wide range of service organisations (professional as well as non-professional). As customers are increasingly exposed to world best practice in a wide range of service industries, expectations spiral upwards. Slow, discourteous, unresponsive and unprofessional service will no longer be tolerated - but especially when the service is highly customised, complex, costly and high involvement, professional service.Few, if any, studies have examined service quality issues for professional services in an international context. Hence, this case study documents the problems experienced by the Australian Trade Commission's (Austrade) Bangkok, Thailand Post in providing a level of service consistent with clients' (and senior managements') expectations, the steps taken to overcome these long standing service quality shortcomings, as well as the key lessons to be learnt from the process. Today Austrade provides a professional consulting service and thus possesses similar characteristics to many professional service firms (project management, engineering consulting, general management consulting, etc.) and thus the lessons from this successful change management program may be generalisable to other professional services. Furthermore, the lessons should prove invaluable for Australian firms operating in South-East Asia staffed by expatriates and local nationals.

scholarly journals Kualitas Layanan Wisata Medis Yang Mempengaruhi Loyalitas Wisatawan Berkunjung Ke Bali

2018 ◽  
Vol 1 (1) ◽  
pp. 65-86
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Medical Tourism ◽  
Services Quality ◽  
Sampling Technique ◽  
Equation Model ◽  
Sem Analysis ◽  
Medical Services ◽  
Tourist Satisfaction

Recent years, medical tourism began to develop in Bali. This phenomenon indicated by a proliferation of medical clinics that offer a various medical services treatment to tourists. In order to be chosen by tourists, clinics must have an outstanding medical services quality for winning the competition and for the sake of customers’ satisfaction. The purpose of this study is to determine the influence of the medical services quality on the tourists’ satisfaction in Radiance Clinic Bali. The number of samples specified in this study were 200 respondents chosen by accidental sampling technique. This study uses Structural Equation Model (SEM) analysis, computed with AMOS program. The results of this research analysis states that each indicator of service quality should be maintained and improved to boost satisfaction. Regarding on the results of the 200 participating respondents showed that satisfaction caused by outstanding service quality of medical tourism in Bali for the future needs. Keywords: Service Quality, Tourist Satisfaction, Clinics in Bali

scholarly journals HEALTH SERVICES QUALITY BETWEEN HYPERTENSION AND DIABETES MELLITUS PATIENTS IN COMMUNITY HEALTH SERVICES IN THE SLEMAN DISTRICT, YOGYAKARTA, INDONESIA

2020 ◽  
Vol 20 (2) ◽  
pp. 141-148
Author(s):  
Sani Rachman Soleman ◽  
Aqmarina Firda ◽  
Teguh Sulistiyanto ◽  
Refa Nabila
Keyword(s):  
Diabetes Mellitus ◽  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Community Health ◽  
Gap Analysis ◽  
Services Quality ◽  
Community Health Services ◽  
Five Dimensions ◽  
Health Service Quality

The implementation of the Chronic Disease Management Program or PROLANIS has been adopted in Indonesia by National Social Security Implementation on Health Agency (BPJS-K) since 2015. The program focuses on hypertension (HT) and diabetes mellitus (DM). However, since the first time the program was implemented, there was no comprehensive evaluation of it. The aim of this study was to analyze health service quality among HT and DM patients based on five dimensions of quality in 25 community health services (CHSs) in the Sleman district, Yogyakarta, Indonesia. This is a cross-sectional study with a simple random sampling technique that included 230 respondents from 25 CHSs. The instrument was SERVQUAL that consisted of 35 items of a questionnaire. The data were analyzed by a gap analysis, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA); meanwhile, a Man–Whitney test was proposed to determine differences in health services quality in the PROLANIS program. Based on the gap analysis, it was found that whole dimensions were below 0-point; the CSI analysis obtained 74.45 for HT and 75.15 for DM; and the IPA analysis found that the distribution of respondents’ answers in the questionnaire were in quadrants 1 and 2. The Man–Whitney analysis was used to get the assurance aspect correlated with health service quality in DM and HT patients (p = 0.001). Health service quality in the PROLANIS program was based on five dimensions of quality was low, unless assurance dimension. The government should improve health services quality in aspects of tangibility, responsiveness, empathy, and reliability to get satisfaction among HT and DM patients in the PROLANIS program.

Bringing a Client Focus to International Marketing: A Change Management Case Study

2000 ◽  
Vol 6 (2) ◽  
pp. 44-55
Author(s):  
Paul Patterson
Keyword(s):  
Service Quality ◽  
Change Management ◽  
Information Transfer ◽  
Management Program ◽  
Professional Services ◽  
Service Industries ◽  
Professional Service ◽  
Service Firms ◽  
Wide Range

AbstractConsumers the world over are becoming more homogeneous thanks to the unifying forces of travel, media, technology, information transfer and the like. Furthermore, today customers have higher expectations than ever before regarding the quality of service they should receive from a wide range of service organisations (professional as well as non-professional). As customers are increasingly exposed to world best practice in a wide range of service industries, expectations spiral upwards. Slow, discourteous, unresponsive and unprofessional service will no longer be tolerated - but especially when the service is highly customised, complex, costly and high involvement, professional service.Few, if any, studies have examined service quality issues for professional services in an international context. Hence, this case study documents the problems experienced by the Australian Trade Commission's (Austrade) Bangkok, Thailand Post in providing a level of service consistent with clients' (and senior managements') expectations, the steps taken to overcome these long standing service quality shortcomings, as well as the key lessons to be learnt from the process. Today Austrade provides a professional consulting service and thus possesses similar characteristics to many professional service firms (project management, engineering consulting, general management consulting, etc.) and thus the lessons from this successful change management program may be generalisable to other professional services. Furthermore, the lessons should prove invaluable for Australian firms operating in South-East Asia staffed by expatriates and local nationals.

Faktor-Faktor yang Mempengaruhi Mutu Pelayanan Rekam Medis di Rumah Sakit

2019 ◽  
Vol 14 (2) ◽  
pp. 59
Author(s):  
Rindi Rendarti
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Medical Record ◽  
Medical Records ◽  
Services Quality ◽  
Medical Services ◽  
Quality Of Services ◽  
Hospital Services ◽  
Incomplete Filling

Background: Medical record units as part of supporting medical services in hospitals have an important role in improving the quality of services in hospitals. The indicator of service quality in hospital is measured by incomplete inpatient medical record files. Based on several studies in various hospitals, the complete of inpatient medical record files is around 70% - 80% from 100%. Based on the preliminary data in action research in PKU Muhammadiyah hospital, there were 60 % incomplete in filling the medical resume from 100% target. There are many things that occurred, one of them are about human resources that is affected by behavior, the implementation of operational standards in filling medical records, punish and reward files. Objective: To review the factors that affect the quality of service in medical record units related to improving the quality of hospital services.  Methods: the method of this study used relevant health databases including Scholars by using a combination of  terms: hospital service quality indicators, incompleteness in filling medical medical records, quality of medical record services. Results: The result of this study said that there were related between medical record services and quality of hospital services. The quality indicator in the medical record can be able to be measured was the number of incomplete filling in medical record files. Filling of incomplete medical record files has the potential to reduce the overall quality of hospital services Keywords: quality of medical record services, quality of hospital medical services, incomplete medical record filling

"Soft" and "Hard" Research Approaches to the Study, Measurement and Improvement of Medical Service Quality

2017 ◽  
Vol 2017 (5) ◽  
pp. 102-124
Author(s):  
Eduard Novatorov
Keyword(s):  
Service Quality ◽  
Medical Service ◽  
Services Quality ◽  
Empirical Studies ◽  
Medical Services ◽  
Gap Model

The paper discusses "soft" and "hard" approaches to the study, measurement and improvement of medical services quality, presents the GAP model of medical service quality and its criteria. Drawing on two empirical studies, the author considers the technology and technique of two approaches to measure services quality - SERVQUAL and SQI - in context of medical services and offers valuable managerial recommendations.

A Gap Analysis of Professional Service Quality

1989 ◽  
Vol 53 (2) ◽  
pp. 92 ◽  
Author(s):  
Stephen W. Brown ◽  
Teresa A. Swartz
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Professional Service
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