Service Quality Improvement Planning Based on Analyse the Service Performance of Public and Private Hospital in Iraq

Abstract

Hospital is one of the most important and vital part in  health care sector that must always improve the service  performance quality level that provides to patients. It  spends little effort on planning for service quality. The  ensuing costs associated with poor service quality planning  lead to lower profitability as part of the “cycle of service  failures.  In this research, a comparative study between famous  public and private hospital in Baghdad city have been  established to measure and assess the service quality in  both hospitals from patient point view. SERVQUAL  model used and gaps analysis have been calculated for  each main and sub dimensions in order to assist  management to continuously improve service quality.  Also, weight method was used to identify the better  hospital that has a good actual service quality using the  perception service. The data was collected by using the  questionnaire. The final result was illustrated that the  weighted Perception service quality for public hospital is  (4.196), while for private hospital is (2.928). So, the public  hospital has better quality service than private hospital