Service quality assessment in central blood bank: blood donors’ perspective

Hassan Al‐Zubaidi and Dalal Al‐Asousi

Journal of Economic and Administrative Sciences, 2012, vol. 28, issue 1, 28-38

Abstract: Purpose - The purpose of this research is to assess the service quality of central blood bank from blood donors’ perspective. Design/methodology/approach - 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. Originality/value - 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.

Keywords: Service quality; SERVQUAL; Customer satisfaction; Central blood bank; Perception (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eme:jeaspp:v:28:y:2012:i:1:p:28-38

DOI: 10.1108/10264111211218504

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