To investigate the service level in the Obstetrics and Gynaecology department in a private hospital by the application of the servqual model
Choo, Vivienne Shu Huei.
Foo, Suan Li.
Lock, Chin Yong.
Date of Issue2000
College of Business (Nanyang Business School)
Our study applies the SERVQUAL Model to investigate the service level of a private hospital in Singapore. By focusing on Gap 5 of the SEVQUAL Model, the expectations and perceptions of patients can be found. Personal interviews were conducted with 100 patients. The greatest SERVQUAL gap score was found in the responsiveness dimension and the smallest score was in tangibles.
Final Year Project (FYP)
Nanyang Technological University