The research conducted on the topic of measuring the functional service quality of hospitals by using SERVQUAL model presents the following problems. The first issue is the fact that the construct of hospital service quality in different studies contains various factors. Therefore, when regarding the hospitals, the service quality may be examined from the point of view of perceptions and expectations of the patients with access to the facility .
The second issue is that Pakistan studies carried out in Pakistan hospitals on service quality were done by using the SERVQUAL model. The SERVQUAL model regards the responsiveness, reliability, tangibles, assurance, and empathy aspects of the service delivery to the patients. The model is less applicable in regard to the Pakistan context, as it focuses on the hospitals of the developed countries which have all facilities and specialized equipment, as well as the sufficient space for their patients. The issue of Pakistan hospitals lies in the limited access to adequate and trustworthy facilities and in the insufficient number of medical practitioners. The use of SERVQUAL in Pakistan is unreliable, and it is unfortunate that most studies have adopted this model for assessing the quality of service delivery in their hospitals.
The research problems identified in the survey create a factor that should be considered essential. This factor is that the Pakistan Hospital has started to be gauged on similar standards as the countries that are already developed. The constructs of service quality between a developed country and a developing one are often different in several aspects, hence they cannot be assessed by using the same measures or on a similar platform .
The concept of quality management entails providing the consistent service or products to those who depend on them. In this research, the patients who attend Pakistan hospitals are in need of quality service in regard to the functional aspect, as the technical aspect can be determined only by the doctors or medical practitioners. The use of the SERVQUAL model, as reviewed and criticized by various theorists, is rather ambiguous, yet its benefits outweigh the demerits when it is relevant in the context of its application. The advantage of the SERVQUAL model in measuring the patients’ satisfaction is its ability to determine the particular areas of weaknesses and excellence while prioritizing the service that is dedicated to the former. The design also enables the benchmarking analysis while working for organizations in a similar industry. Lastly, the SERVQUAL model can be utilized to trace the trend of perceptions and expectations of the customers when applied periodically , which can contribute to the improvement of healthcare provided by the facilities.
Reading 2: “Reviewing Sustainability Models of Service Quality Excellence in the Public Sector of the UAE: A position paper”
The presentation held on March, 6-8, 2017 in Hamdan Bin Mohammed Smart University, Dubai, thoroughly regards the details of the SERVQUAL system, which is considered to be the pillar of service excellence tools. The conceptualization of the researched issue of sustainability standards of service quality within the UAE public sector entails looking at three key factors among the target organizations (Gouthier, Giese, Bartl, 2012). The three factors in the conceptualization include the leadership strategies, the employees, and lastly, the customers.
The three factors work in a cyclical and rotational manner which transmits the leadership’s policies to the employees. The employees, in turn, provide the customers with the actual service delivery. Upon receiving the service, the customers present their feedback to the leaders on their perception of the experienced service. All the issues under conceptualization are within the quality management principles .
The presentation highlights the fundamental problems that affect the UAE Public Sector service quality. The problems are based on the fact that the performance of service quality excellence often fluctuates and on the poor management of customers’ expectations. Within the quality management principles, the customer is the central focus, so the feedback should be well managed in order to ensure the sustainability of another principle, that of the gradual quality improvement. However, the results of the service quality excellence often do not ensure such sustainability, since there is a gap between the customers’ expectations and the delivered services. The lesser degree of utilization of the service quality excellence models and tools is possible, like that of the adoption of the ISO standards, EFQM, and SERVQUAL model.
The SERVQUAL model is monitored by using the RATER tools which entail responsiveness, assurance, tangibles, empathy, and reliability. There are plenty of gaps identified within the SERVQUAL model, which hinders the comparable research and the analysis of the service quality excellence across the globe . The proposed research model is optimistic and is bound to achieve reliable, generalized, and valid data obtainment in case both qualitative and quantitative methods are applied in reviewing the SERVQUAL sustainability model, during the promotion of the service quality excellence in UAE public sector.
Reading 3: “The Fourth Generation of the Government Excellence System in Dubai: A New Approach”
The new approach discussed in this program aims to provide an excellent service to the citizens of the United Arab Emirates. The system is similar to that of quality management that focuses on planning, control, assurance, and improvement of quality. The fourth generation excellence has four objectives, and the first one lies in creating the competitive edge for UAE and Dubai . Secondly, the target has to enhance the quality service delivered to the clients. The third objective is providing government support to all innovation areas, and the fourth includes working on the promotion of the well-being of the community.
The first concept of quality management relies on seven principles, and it includes the process approach, leadership, relationship management, improvement, customer focus, engagement of people, and evidence-based decision making. The government of the UAE has clearly implemented these principles into the fourth generation program. The principle of leadership in quality management is demonstrated on the example of the Ruler of Dubai, His Highness, Prime Minister of the UAE, and the Vice President, who embark on the integrated program for government excellence. The program has been given the utmost attention of the leaders of the UAE, and they are committed to the process of making it a success .
The second pointer to the quality management is customer focus in the government excellence system. The second objective of the system is focusing on the improvement of the services offered to the clients. Therefore, the excellence system is customer-oriented. The fourth goal of the government excellence system is to promote the community‘s welfare, and it is directly connected to the engagement of people principle of quality management . The involvement of individuals ensures that all parties benefit from such goal and are interested in the quality service themselves, meaning that all feedback is obtained from stakeholders before the execution.
The first objective of the government excellence system possesses a competitive advantage over other nations, hence it has the leading position . The quality management principle of the process approach is focused on ensuring that the activities of the organization are clearly understood in order to achieve a predictable and consistent outcome more efficiently. The pillars of the government excellence system include innovation, enablers, and realizing the vision that aims to provide the efficient and effective design and execution of the services, projects, processes, and programs. Within the bounds of the process approach principle, the interested parties acquire confidence due to the organization's efficiency, effectiveness, and consistent, successful results . The principle of improvement is demonstrated through the structure of the fourth generation which had been in the process of gradual implementation since 1994 till 2015, when the system was launched. The system and programs aim to support the Dubai plan 2021. It targets improvement and development of the performance of UAE government, hence striving to provide a better service for the community as a whole .
About author
Linda works as an editor at https://essaysservice.com/writing-a-reaction-paper-in-apa-format.html She has always enjoyed working with a variety of literature and being interested in new facts. In addition, she easily finds common ground with many people. She also received her master's degree from American University Washington
