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Service quality assessment in central blood bank: blood donors’ perspective

Author

Listed:
  • Hassan Al‐Zubaidi
  • Dalal Al‐Asousi

Abstract

Purpose - The purpose of this research is to assess the service quality of central blood bank from blood donors’ perspective. Design/methodology/approach - Data were collected by empirical study in a central blood bank. The instrument captured 354 blood donors’ using a SERVQUAL questionnaire. The study looked at perception and expectation levels of blood donors. After that, the gap five scores were determined. Findings - The paper finds that, for the blood donors, gap (five) scores are all positive implying that the blood donors’ tend to be satisfied. Practical implications - Based on the results, central blood bank management may consider measures in order to diagnose, analyze, and identify opportunities of improvements of service quality. Originality/value - This study attempts to explore the relatively less explored area of measuring service quality of a central blood bank from blood donors’ perspectives through implementation of the SERVQUAL model.

Suggested Citation

  • Hassan Al‐Zubaidi & Dalal Al‐Asousi, 2012. "Service quality assessment in central blood bank: blood donors’ perspective," Journal of Economic and Administrative Sciences, Emerald Group Publishing Limited, vol. 28(1), pages 28-38, January.
    • Handle: RePEc:eme:jeaspp:v:28:y:2012:i:1:p:28-38
    DOI: 10.1108/10264111211218504
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    References listed on IDEAS

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    1. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
    2. Brady, Michael K. & Robertson, Christopher J., 2001. "Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study," Journal of Business Research, Elsevier, vol. 51(1), pages 53-60, January.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

    1. Nagurney, Anna & Dutta, Pritha, 2019. "Competition for blood donations," Omega, Elsevier, vol. 85(C), pages 103-114.
    2. Josefa D. Martín-Santana & Lucía Melián-Alzola, 2022. "The influence of service quality and anticipated emotions on donor loyalty: an empirical analysis in blood centres in Spain," Health Care Management Science, Springer, vol. 25(4), pages 623-648, December.
    3. Lucía Melián-Alzola & Josefa D. Martín-Santana, 2020. "Service quality in blood donation: satisfaction, trust and loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 101-129, March.

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