dspaceThe Cape Peninsula University of Technology (CPUT) Electronic Theses and Dissertations (ETD) repository holds full-text theses and dissertations submitted for higher degrees at the University (including submissions from former Cape Technikon and Peninsula Technikon).

Show simple item record

dc.contributor.advisorHollis-Turner, Shairn
dc.contributor.advisorWakeham, Myles
dc.contributor.authorJohnson, Laverne Michelle
dc.descriptionThesis (MTech (Office Management and Technology))--Cape Peninsula University of Technology, 2017.en_US
dc.description.abstractHealthcare facilities across South Africa are increasingly facing a myriad of societal, fiscal, political and cultural challenges associated with demands for greater quality in the provision of healthcare services. This study measures service quality and customer satisfaction at a Cape Town hospital (hereinafter referred to as Hospital X), with the aim of providing its management with information to enable them to enhance service quality and thus improve customer satisfaction. It is essential to note that the respondents in this study were the parents or guardians of patients. The views of the patients were not obtained directly from them as it would have been unethical for minors to have participated in the survey. Their parents or guardians were surveyed in order to obtain the requisite data. The problem investigated was that management at public hospitals does not regularly research what customers need from a service quality point of view, Therefore, Hospital X may be failing to provide a quality service to its customers, namely, parents and guardians. Against this background, the researcher set out to measure customer perceptions and expectations of service quality by making use of the SERVQUAL model. “Customer expectation” is what the customer can reasonably expect given the available resources and is likely to be influenced by personal needs and past experience. “Customer perceptions” are totally subjective and based on the customer’s interaction with the service provided at Hospital X. The SERVQUAL model (reliability, assurance, tangibles, empathy and responsiveness), is commonly known as the RATER model, RATER being an acronym formed from the first letter of each of the five dimensions of SERVQUAL. The study incorporates the SERVQUAL dimensions within a survey comprising a number of questions structured on a six-point Likert scale. The results of applying the SERVQUAL model will indicate whether or not Hospital X provides a quality service to their customers. The study seeks to demonstrate the importance of service quality and customer satisfaction to hospital management, as well as the impact that effective service quality can have on customers’ evaluation of their overall hospital experience. (The term customer will be used interchangeably with parent and/or guardian in this study.)en_US
dc.publisherCape Peninsula University of Technologyen_US
dc.subjectChildren -- Hospitals -- South Africa -- Western Capeen_US
dc.subjectCustomer satisfaction -- South Africa -- Western Capeen_US
dc.subjectMedical care -- Evaluation -- South Africa -- Western Capeen_US
dc.titleMeasurement of service quality and customer satisfaction at a children’s hospital in the Western Capeen_US

Files in this item


This item appears in the following Collection(s)

Show simple item record

Except where otherwise noted, this item's license is described as http://creativecommons.org/licenses/by-nc-sa/3.0/za/