Measuring service quality in Public Sector using SERVQUAL: A case of Punjab Dental Hospital, Lahore

Abstract

This paper describes the method, named SERVQUAL which is a twenty two items model, to show the reliability and applicability of this methodology to measure the service quality of different organizations. It tells how applicable this instrument is in measuring the service quality of different organizations including, the health sector. After the proper discussion of the conceptualization and operationalization of this methodology, this paper carries a logical conclusion. The conclusion is evidence based since the reliability and the validity of this methodology is backed by the data which was taken from the library data and the practical implementation of the method for measuring the service quality of The Punjab Dental Hospital, Lahore.

Key words: Service, Quality, Gaps, SERVQUAL Model, Consumer’s Expectations, Consumer’s Perceptions.