Abstract
The purpose of this study was quality assessment and quality assurance in pediatricservices of public and private hospitals in Qatar. The purpose of quality assessmentwas to identify gaps in the delivered services; while quality assurance process wascarried out to ensure no future gaps in quality occur. The objectives were achievedusing a modified SERVQUAL scale and Fuzzy-Quality Function Deployment (Fuzzy-QFD) approach. Data from 179 participants who visit public/private hospitals inQatar was analyzed to find the gaps between expectations and perceptions. The resultsof the SERVQUAL study indicates negative quality gaps for all the service qualitydimensions. The inference that can be drawn from this result is that, in general, thepeople are dissatisfied by the pediatric healthcare services offered by the public/private hospitals in Qatar. Thus, the managers in these hospitals should work towardsimproving the quality of their services, in particular, the responsiveness and empathydimensions. The output of the SERVQUAL study was then utilized to model thosevariables that are important in assuring service quality. This was achieved usingFuzzy-QFD model which demonstrates that there is a set of variables that shouldbe accorded prime importance by the hospitals administrators’ to assure quality inpediatric services.
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