'n Klantesorgprogram vir 'n algemene mediesepraktyk

Abstract

1. To measure the level of service quality provided by the medical practice to its' patients. 2. To ascertain which aspects of the service that the patients receive , they value most. 3. It further shows that it is of utmost importance that the doctor knows exactly what his patients' preferences are, so that he can best cater for their needs. 4. The study also determined whether there are any differences between the preferences of white and black respondents in the study. 5. The study also evaluated the use of the SERVQUAL questionnaire, as compiled by Parasuraman et al., ( 1988 : 12-40), in the medical field in general, and in this general practice set-up in particular. Any service that a client receives, consists of the following dimensions: tangibles; reliability ; responsiveness; assurance and empathy. The next steps were followed to determine the level of service quality in the practice : All respondents were asked to complete a questionnaire consisting of four sections. Section A asks personal questions about the patient, that assist in the processing of the questionnaire. Section B explains that there are five dimensions that make up the total concept of service . The respondent is then requested to evaluate these five dimensions and to identify the ones they feel is most or least important. Section C asks the respondent questions to determine what service he/she would like to receive from a medical practice, and Section D asks questions to establish the level of service that the respondent is currently receiving from his medical practice . These results were then processed following the directions of Parasuraman et al., ( 198 8: 12-40) to obtain the service quality score for the practice . This study concludes with the reporting of the results, an analysis of the findings, and finally, suggestions to achieve better results with any follow-up studies.