Assessing Client's Satisfection Using SERVOUAL Model :A Casde Of SAQTVH, chittagong

Abstract

The interaction between clients and veterinary healthcare providers is critical as it influences client’s satisfaction. This encounter provides the client with the opportunity to assess and evaluate service quality and conversely it offers the providers an opportunity to manage client’s perceptions and service quality. This study was conducted at Shahedul Alam Quadary Teaching Veterinary Hospital (SAQTVH) in Chittagong to assess clients satisfaction using SERVQUAL model by Parasuraman et al., (1988). The SERVQUAL instrument was adapted and modified to capture the relevant data. Data were collected from 60 clients who visited the hospitals for more than two times. Data were analyzed using Microsoft Excel for descriptive statistics and client’s satisfaction were determined by the service quality gap model. The result indicated that the overall satisfaction of clients concerning the service quality of the hospital was not good. On the other hand the gap scores showed negative gaps for five of the service quality dimensions out of five used in the study, indicating that clients were not satisfied with the service quality in relation to those dimensions. This therefore calls for management action to improve service delivery in those areas. These dimensions were Tangibles, Reliability, Responsiveness, Assurance, and Empathy. All the five SERVQUAL dimensions scored negative which affirms patient’s impression about the service.