Case studies in industry and services
MOJISOLA ADERENIKE BOLARINWA; Emmanuel Chukwuwuikem Ofiebor
Abstract
The quality-of-service delivery in any organization needs to be at its best, otherwise, there would be losses in that organization. The health industry, particularly hospitals and specifically emergency departments in hospitals are not excluded. If anything, they play such vital roles that its evaluation ...
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The quality-of-service delivery in any organization needs to be at its best, otherwise, there would be losses in that organization. The health industry, particularly hospitals and specifically emergency departments in hospitals are not excluded. If anything, they play such vital roles that its evaluation needs to be carried out as regularly as possible. Several methods have been deployed in order to evaluate service quality. Two of these methods; the Taguchi approach and the SERVAQUAL approach have been utilized and compared in this research. The Taguchi approach, through the application of mini-tab software, showed that the role of the Nurses in the emergency department appeared to be the most vital. The SERVAQUAL approach revealed that patients perceived empathy from the workers as the highest quality displayed by staff in the department. It can be concluded that these two approaches gave similar results, as Nurses are trained particularly to have a great deal of empathy.Keywords: Emergency department, Health, Patients, Service Quality, Taguchi.
