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Service Quality Analysis at Serenity Hospital by mmnyambura84 is a document available to read on EtoBox.
What is Service Quality Analysis at Serenity Hospital about?
Serenity Health Hospital in Nairobi, established in 2015, evaluated its service quality and customer satisfaction using the SERVQUAL model due to increased competition. A survey revealed moderate satisfaction (3.6/5) primarily due to delays and poor follow-up, prompting management to implement improvements like a digital queue system and customer service training. A follow-up survey showed satisfaction increased to 4.2/5, indicating the effectiveness of their service recovery strategies.
- Author
- mmnyambura84
- Language
- EN