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

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.

Citation

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/10.1108/10264111211218504