Patient satisfaction in a preoperative assessment clinic: An analysis using SERVQUAL dimensions
Article Abstract:
A study carried out in a hospital-based preoperative assessment clinic using the SERVQUAL model to measure patient satisfaction by calculating the gap between the patients' expectations and services delivered is presented. The study disclosed low customer satisfaction about the appointment time convenience, physical environment and location of the clinic while the overall physician-customer relationship was rated high.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2005
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A team performance measurement model for continuous improvement
Article Abstract:
A performance measurement model for providing feedback to total quality teams with the purpose of improvement is proposed. The model has four components including team structure, inputs, processes, and outputs and it suggests methods developing measures in each component, as well as use of radar chart for presenting measurement results.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2005
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Retesting a model of the Deming management method
Article Abstract:
A model of the theory of quality management is developed underlying the Deming management method that tested the model using path analysis. The findings suggest that implementing a continuous improvement effort without first implementing Visionary Leadership, Cooperation, Learning, and Process Management leads to failure.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2005
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