Enhancing Competitiveness through Quality: The Case of Health Care Services

DOI: 10.5176/2251-1970_BizStrategy27

Authors: Dr. Suhail Sami Sultan, Eng. Wasim Sultan

Abstract: This study scores the operational quality of care services delivered by Alia Hospital in Palestine as being the deviation of patients' perceptions from their expectations. Adapted SERVQUAL questionnaire tool is used to measure the gap in five dimensions of quality: tangibility, reliability, responsiveness, assurance, and empathy. Cross sectional data of 118 respondents sample revealed gaps in all the dimensions of quality; maximum relative gap of 0.982 was measured for the responsiveness dimension. Process analysis in the emergency department shows the need for process restructure to eliminate non-value added activities. As well, the department needs a daycare unit to balance load with inpatient departments and to manage the triage unit.

Keywords: Occupied Palestinian Territory; Competitiveness; Quality; Health Care Service;