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.
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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.
Perspectives
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
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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.
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