TY  - JOUR
AB  - 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.
VL  - 28
IS  - 1
SN  - 1026-4116
DO  - 10.1108/10264111211218504
UR  - https://doi.org/10.1108/10264111211218504
AU  - Al‐Zubaidi Hassan
AU  - Al‐Asousi Dalal
PY  - 2012
Y1  - 2012/01/01
TI  - Service quality assessment in central blood bank: blood donors’ perspective
T2  - Journal of Economic and Administrative Sciences
PB  - Emerald Group Publishing Limited
SP  - 28
EP  - 38
Y2  - 2024/04/26
ER  -