The Application of Serviqual Tool to Improve Client Satisfaction in a Health Facility: Service Quality in a Health Center

Abstract

The use of SERVQUAL as a tool to measure service quality in healthcare facilities is a giant step towards effectiveness and efficiency in health management and in public affairs. The purpose of this chapter is to assess the extent to which service standards in a health facility like Rietvlei Hospital are applied to improve service provision and the quality of lives of the customers. Although government adopted health policies in South Africa, there are still gaps in quality of services rendered by public healthcare institutions. The implementation of healthcare policies can demonstrate that they are fragmented. The key dimensions of service quality were investigated at Rietvlei and SERVQUAL was used as a tool to measure the effectiveness of service quality using a mixed methodology. Data was drawn from a probabilistic sample using mainly questionnaires and interviews.