The purpose of this research is to assess the service quality of central blood bank from blood donors’ perspective.
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.
The paper finds that, for the blood donors, gap (five) scores are all positive implying that the blood donors’ tend to be satisfied.
Based on the results, central blood bank management may consider measures in order to diagnose, analyze, and identify opportunities of improvements of service quality.
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.
Al‐Zubaidi, H. and Al‐Asousi, D. (2012), "Service quality assessment in central blood bank: blood donors’ perspective", Journal of Economic and Administrative Sciences, Vol. 28 No. 1, pp. 28-38. https://doi.org/10.1108/10264111211218504Download as .RIS
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