Service quality in the healthcare sector

The aim of this bachelor thesis is i) to provide an overview of the background to service quality in the healthcare sector and ii) to shed light on the factors that can improve service quality in the healthcare sector. In addition, a connection between these factors and how they affect service quality in the healthcare sector as a whole will be presented. The 5 factors that lead to an increase in service quality can be seen in the GAP model by Zeithaml, Berry & Parasuraman (1988) and have been very thoroughly collected and analyzed. Other factors that are directly related to service quality improvement have been documented and compared using significant literature. This work shows that service quality in the service sector can be equated with service quality in the healthcare sector. Service quality is mainly improved by minimizing or closing the 5 factors described in the GAP model, which are closely related to each other.

Autorentext

This thesis was written as part of the final semester of the "Business Administration for the Healthcare Sector" degree program at IMC FH Krems. The wish was to deal with and explain a topic in the field of quality management, as the interest in the QM area was driven by the internship in Switzerland in the 4th semester.