engleski

SERVQUAL - A Tool for Measuring Service Quality

SERVQUAL was applied to measure service quality of the primary care doctors. We decided to use this instrument because of the fact that health is the most important human need, and relationship between service expectation and perception of the service quality is most imoprtant for the quality of living of individuals and quality of the community. The final section of the study is devoted to developing and proposing new directions for future service quality management and measurement.

measurement; service quality; SERVQUAL

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