Measuring the Performance of Human Services Providers using SERVQUAL Model: Study on governmental hospitals services at Ministry of Health –Khartoum state 2012

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.