Service Quality Improvement Planning Based on Analyse the Service Performance of Public and Private Hospital in Iraq

Abstract

Hospital is one of the most important and vital part in health care sector that must always improve the service performance quality level that provides to patients. It spends little effort on planning for service quality. The ensuing costs associated with poor service quality planning lead to lower profitability as part of the “cycle of service failures. In this research, a comparative study between famous public and private hospital in Baghdad city have been established to measure and assess the service quality in both hospitals from patient point view. SERVQUAL model used and gaps analysis have been calculated for each main and sub dimensions in order to assist management to continuously improve service quality. Also, weight method was used to identify the better hospital that has a good actual service quality using the perception service. The data was collected by using the questionnaire. The final result was illustrated that the weighted Perception service quality for public hospital is (4.196), while for private hospital is (2.928). So, the public hospital has better quality service than private hospital