Service quality measurement: implications for healthcare sector in Bulgaria
by Bistra Vassileva; Antonio José Balloni
International Journal of Auditing Technology (IJAUDIT), Vol. 2, No. 3, 2015

Abstract: The aim of the paper is to present the service quality situation in hospitals in North-Eastern Planning Region in Bulgaria. Our intention was to assess the gap between the expected and perceived healthcare service quality in hospitals. To meet these goals we conducted a study using prospective questionnaire provided by the GESITI project [management of system and information technology in hospitals (GESITI, 2013a)] and SERVQUAL scale. The results helped us to summarise the challenges for Bulgarian hospitals to diminish the 'quality gap' as well as to identify the critical factors for achieving high quality level of healthcare services. Several recommendations and implications for future research are defined at the end of the study.

Online publication date: Thu, 09-Jul-2015

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Auditing Technology (IJAUDIT):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com