The following information was submitted:
Transactions: WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS
Transactions ID Number: 32-390
Full Name: Yung-Chia Chang
Position: Assistant Professor
Age: ON
Sex: Female
Address: 1001 University Road, Hsinchu, 300
Country: TAIWAN
Tel: 3-5731815
Tel prefix: 886
Fax:
E-mail address: yungchiachang@mail.nctu.edu.tw
Other E-mails: jasmine.chang@gmail.com
Title of the Paper: An Empirical Case Study on the Service Quality for Traditional Chinese Medical Clinics
Authors as they appear in the Paper: Yung-chang Chang, Tsan-ming Chang
Email addresses of all the authors: yungchiachang@mail.nctu.edu.tw, ctm@hit.edu.tw
Number of paper pages: 14
Abstract: Parasuraman, Zeithaml and Berry introduced ¡§A Service Quality Model.¡¨ and further explored the gap between expected quality customers having before receiving the service and perceived quality customers regarding after receiving the service (they call this gap as the perceived service quality gap). In their methodology, customers are asked to fill out a questionnaire regarding both expected and perceived service after they received the service. Since both expected and perceived service quality are rated in one single questionnaire, it is questionable that the results obtained can effectively convey the differences of the gap as originally defined. This research proposed a Service Quality Diagnosis Model to re-explore the perceived service quality gap. A traditional Chinese medicine (TCM) clinic in Taiwan is used as an example to demonstrate the proposed approach. The first stage of the proposed approach involved developing a suitable scale containing the key servi!
ce factors to measure the service quality of TCM clinics. The second phase of the proposed approach explored the service quality of the case TCM clinic by analyzing the results obtained from questionnaire filled out by its patients. Different from any exist approach, respondents need to fill out two questionnaires separately before and after they receive services. The proposed research successfully divided perceived service quality into three types: ideal quality, unacceptable quality and satisfactory quality. As with enterprise diagnosis, the research results can effectively help managers to identify abnormalities in current service quality and further to recommend in-time solutions to the problems or countermeasures for continuous improvement.
Keywords: Service quality, Expected service, Perceived service, Traditional Chinese medicine clinic
EXTENSION of the file: .pdf
Special (Invited) Session:
Organizer of the Session:
How Did you learn about congress:
IP ADDRESS: 140.113.59.136
