SERVQUAL METHODOLOGY AS A TOOL FOR IMPROVING THE QUALITY OF MEDICAL SERVICES
Keywords:
quality control service; SERVQUAL; SC method; management in state institutions of the health care system; improving the quality of serviceAbstract
The SERVQUAL methodology is one of the most widely used tools for assessing service quality. In the context of medical services, this methodology helps identify the gap between patients' expectations and the actual level of services provided. The application of the SERVQUAL methodology in medical institutions not only allows for the evaluation of the current quality of services but also helps to identify areas for improvement. Regular patient surveys based on this methodology enable healthcare management to adapt services to patient needs, which, in turn, contributes to increased patient satisfaction and loyalty. Thus, the SERVQUAL methodology is an effective tool for improving the quality of medical services, allowing healthcare organizations to systematically analyze and enhance their processes based on real patient feedback and expectations.
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