PUBLISHED PAPERS #07.01
| Narmin Alakbarova, Elchin Suleymanov, Farhad Rahmanov. Measuring Service Quality in Azerbaijan's Healthcare Sector with the SERVQUAL Model |
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| Abstract. This study investigates the application of the SERVQUAL model as a framework for measuring and analyzing service quality in the healthcare sector. The healthcare industry is characterized by its critical role in society, where service quality directly impacts patient outcomes, satisfaction, and trust. The SERVQUAL model, renowned for its ability to assess gaps between customer expectations and perceptions, is adapted in this study to evaluate healthcare services across five key dimensions: tangibles, reliability, responsiveness, assurance, and empathy. These issues are particularly relevant in Azerbaijan, where the healthcare sector is undergoing significant reforms. Efforts to modernize healthcare infrastructure, digitize patient records, and enhance service delivery are ongoing, yet challenges persist in ensuring equitable access and high standards across both urban and rural areas. The findings offer actionable insights for healthcare managers and policymakers, emphasizing the need for targeted interventions to enhance service quality. By addressing these gaps, healthcare providers can foster a more patient-centered approach, improve satisfaction levels, and achieve better health outcomes. The study also underscores the importance of continuous monitoring and evaluation to sustain quality improvements over time. |
| Keywords: SERVQUAL, healthcare, digitalization, Azerbaijan |
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| DOI: https://doi.org/10.30546/MaCoSEP2025.005 |