Purpose The purpose of this research is to assess the service quality of central blood bank from blood donors perspective.Designmethodologyapproach Data were collected by empirical study in a central blood bank. The instrument captured 354 blood donors using a SERVQUAL questionnaire. The study looked at perception and expectation levels of blood donors. After that, the gap five scores were determined.Findings The paper finds that, for the blood donors, gap five scores are all positive implying that the blood donors tend to be satisfied.Practical implications Based on the results, central blood bank management may consider measures in order to diagnose, analyze, and identify opportunities of improvements of service quality.Originalityvalue This study attempts to explore the relatively less explored area of measuring service quality of a central blood bank from blood donors perspectives through implementation of the SERVQUAL model.
Journal of Economic and Administrative Sciences – Emerald Publishing
Published: Jan 1, 2012
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