Abstract:
One of the most influential models in the service quality literature is the model of service
quality gaps. In this study SERVQUAL as an effective approach to measure the quality
of provided hospital services in Khartoum State was used and also analysis and results
show the gaps between customer expectations and perceptions of the Ministry of Health
services. The main objective of this paper is to highlight important service quality gaps
associated with external customer services in governmental hospitals services at Ministry
of Health –Khartoum state 2012. Moreover, is to point out how management of service
improvement can become more logical and integrated with respect to the prioritized
service quality dimensions. Findings of this study revealed significant statistical
difference in governmental hospitals services at Ministry of Health –Khartoum state
between overall Service Perception and overall Service Expectation under (0.05) level of
significance where Patient`s Service Expectations towards governmental hospitals
services at Ministry of Health –Khartoum state 2012 was (70.7%) before consuming
health services and their Service Perception was (66.9%) after consuming health services.
This result show shortfall( 33.1%) in overall governmental hospitals services at
Ministry of Health –Khartoum state 2012.
