Service quality assessment in central blood bank: blood donors’ perspective
Journal of Economic and Administrative Sciences
ISSN: 2054-6238
Article publication date: 1 January 2012
Issue publication date: 1 January 2012
Abstract
Purpose
The purpose of this research is to assess the service quality of central blood bank from blood donors’ perspective.
Design/methodology/approach
Data were collected by empirical study in a central blood bank. The instrument captured 354 blood donors’ using a SERVQUAL questionnaire. The study looked at perception and expectation levels of blood donors. After that, the gap five scores were determined.
Findings
The paper finds that, for the blood donors, gap (five) scores are all positive implying that the blood donors’ tend to be satisfied.
Practical implications
Based on the results, central blood bank management may consider measures in order to diagnose, analyze, and identify opportunities of improvements of service quality.
Originality/value
This study attempts to explore the relatively less explored area of measuring service quality of a central blood bank from blood donors’ perspectives through implementation of the SERVQUAL model.
Keywords
Citation
Al‐Zubaidi, H. and Al‐Asousi, D. (2012), "Service quality assessment in central blood bank: blood donors’ perspective", Journal of Economic and Administrative Sciences, Vol. 28 No. 1, pp. 28-38. https://doi.org/10.1108/10264111211218504
Publisher
:Emerald Group Publishing Limited
Copyright © 2012, Emerald Group Publishing Limited