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 inhealth care sector that must always improve the serviceperformance quality level that provides to patients. Itspends little effort on planning for service quality. Theensuing costs associated with poor service quality planninglead to lower profitability as part of the “cycle of servicefailures.In this research, a comparative study between famouspublic and private hospital in Baghdad city have beenestablished to measure and assess the service quality inboth hospitals from patient point view. SERVQUALmodel used and gaps analysis have been calculated foreach main and sub dimensions in order to assistmanagement to continuously improve service quality.Also, weight method was used to identify the betterhospital that has a good actual service quality using theperception service. The data was collected by using thequestionnaire. The final result was illustrated that theweighted Perception service quality for public hospital is(4.196), while for private hospital is (2.928). So, the publichospital has better quality service than private hospital.