What is it about?

Service quality (SQ) has become an essential and indispensable component in healthcare and many other industries. SQ can deliver guaranteed stakeholder value and consequent consumer delight in the healthcare sector. The purpose of this study is to identify the relationships of various SERVQUAL elements with respect to the SQ of surgical instrument suppliers among surgeons.

Featured Image

Why is it important?

A review of related literature revealed that studies that examine the surgeon’s perspectives of SQ are scarce. Thus, the present study is directed towards this gap in literature. The findings of the study are significant in nature and have made a substantial contribution to management literature.


The research study identified that service delivery factors and the SQ of surgical instruments contribute significantly towards medical practitioner sensitivity in the US healthcare industry. Word of mouth (WOM) did not have any significant impact on the medical practitioners’ sensitivity.

Professor M M SULPHEY
Prince Sattam bin Abdulaziz University

Read the Original

This page is a summary of: Ascertaining service quality and medical practitioners' sensitivity towards surgical instruments using SERVQUAL, Benchmarking An International Journal, October 2020, Emerald, DOI: 10.1108/bij-04-2020-0165.
You can read the full text:



The following have contributed to this page