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Ascertaining service quality and medical practitioners' sensitivity towards surgical instruments using SERVQUAL

Sulphey MM (Department of HRM, College of Business Administration, Prince Sattam Bin Abdulaziz University, Al Kharj, Saudi Arabia)
K. Mohamed Jasim (Department of Management Studies, B.S. Abdur Rahman Crescent Institute of Science and Technology, Chennai, India)

Benchmarking: An International Journal

ISSN: 1463-5771

Article publication date: 21 October 2020

Issue publication date: 19 January 2021



Service quality (SQ) has become an essential and indispensable component in healthcare and many other industries. SQ can deliver guaranteed stakeholder value and consequent consumer delight in the healthcare sector. The purpose of this study is to identify the relationships of various SERVQUAL elements with respect to the SQ of surgical instrument suppliers among surgeons.


Data were collected from a sample of 112 surgeons working in the USA using the “snowball sampling” technique. A few standardised questionnaires, including SERQUAL, were used to collect the data. R-programming was used to perform structural equation modelling (SEM) analysis on the collected data.


The research study identified that service delivery factors and the SQ of surgical instruments contribute significantly towards medical practitioner sensitivity in the US healthcare industry. Word of mouth (WOM) did not have any significant impact on the medical practitioners' sensitivity.


A review of related literature revealed that studies that examine the surgeon's perspectives of SQ are scarce. Thus, the present study is directed towards this gap in literature. The findings of the study are significant in nature and have made a substantial contribution to management literature.



MM, S. and Jasim, K.M. (2021), "Ascertaining service quality and medical practitioners' sensitivity towards surgical instruments using SERVQUAL", Benchmarking: An International Journal, Vol. 28 No. 1, pp. 370-405.



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