THE PERCEPTION OF EMPLOYEES AND EXTERNAL CUSTOMERS ON THE TOTAL SERVICE QUALITY IN HEALTHCARE INSTITUTIONS AS MEASURED BY THE 5Q MODEL

Abstract

This study focused on evaluating the total service quality in the healthcare firms using 5Q model based on the perspectives of employees and external customers. The objectives and hypotheses for addressing this aim were also set. The sample included 798 respondents out of which the employees were 399 in number while the external customers were also 399 in number. Using 5Q model, the null hypothesis was that total service quality as measured by 5Q model does not impact on the overall customer satisfaction significantly. In the results, total quality was found to influence the customer satisfaction positively and significantly (F (1, 796) = 850.55, p < .01). The dimensions of process, object, infrastructure, atmosphere and interaction were found to be vital in influencing the customer satisfaction. Moreover, the test reveals that total quality accounted for 51.7 % of overall satisfaction variation (R2= .517, β = .719). Consequently, the results are important in addressing service improvements and maintaining high quality standards to enhance satisfaction level of patients and employees.