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Assessment of donor service quality at national blood service Zimbabwe using SERVQUAL instrument

Research output: Contribution to journalArticlepeer-review

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Assessment of donor service quality at national blood service Zimbabwe using SERVQUAL instrument. / Kafere, Chancelar; Garad, Alaa.

In: International Journal for Quality Research, Vol. 14, No. 4, 03.12.2020, p. 1037–1058.

Research output: Contribution to journalArticlepeer-review

Harvard

Kafere, C & Garad, A 2020, 'Assessment of donor service quality at national blood service Zimbabwe using SERVQUAL instrument', International Journal for Quality Research, vol. 14, no. 4, pp. 1037–1058. https://doi.org/10.24874/IJQR14.04-04

APA

Vancouver

Author

Kafere, Chancelar ; Garad, Alaa. / Assessment of donor service quality at national blood service Zimbabwe using SERVQUAL instrument. In: International Journal for Quality Research. 2020 ; Vol. 14, No. 4. pp. 1037–1058.

Bibtex

@article{a22760883a3a4846a471d7a67a608021,
title = "Assessment of donor service quality at national blood service Zimbabwe using SERVQUAL instrument",
abstract = "Understanding the needs of customers has become a critical factor for the success of organizations in the modern world. A blood service is similar to any other organization in that it needs to satisfy its blood donors and other customers for it to survive. The primary purpose of this paper is to assess the quality of service offered to blood donors at the National Blood Service of Zimbabwe and make appropriate recommendations for improvement where the quality level is found to be below expectations. Complex surgical and medical procedures are made possible by the use of blood transfusion, and it improves the quality of life as well as life expectancy in patients with a wide range of chronic and acute conditions (Amatya, 2013).",
keywords = "Blood Donor, SERVQUAL, Quality Service in Zimbabwe, Healthcare Quality",
author = "Chancelar Kafere and Alaa Garad",
year = "2020",
month = dec,
day = "3",
doi = "10.24874/IJQR14.04-04",
language = "English",
volume = "14",
pages = "1037–1058",
journal = "International Journal for Quality Research",
issn = "1800-6450",
publisher = "University of Montenegro",
number = "4",

}

RIS

TY - JOUR

T1 - Assessment of donor service quality at national blood service Zimbabwe using SERVQUAL instrument

AU - Kafere, Chancelar

AU - Garad, Alaa

PY - 2020/12/3

Y1 - 2020/12/3

N2 - Understanding the needs of customers has become a critical factor for the success of organizations in the modern world. A blood service is similar to any other organization in that it needs to satisfy its blood donors and other customers for it to survive. The primary purpose of this paper is to assess the quality of service offered to blood donors at the National Blood Service of Zimbabwe and make appropriate recommendations for improvement where the quality level is found to be below expectations. Complex surgical and medical procedures are made possible by the use of blood transfusion, and it improves the quality of life as well as life expectancy in patients with a wide range of chronic and acute conditions (Amatya, 2013).

AB - Understanding the needs of customers has become a critical factor for the success of organizations in the modern world. A blood service is similar to any other organization in that it needs to satisfy its blood donors and other customers for it to survive. The primary purpose of this paper is to assess the quality of service offered to blood donors at the National Blood Service of Zimbabwe and make appropriate recommendations for improvement where the quality level is found to be below expectations. Complex surgical and medical procedures are made possible by the use of blood transfusion, and it improves the quality of life as well as life expectancy in patients with a wide range of chronic and acute conditions (Amatya, 2013).

KW - Blood Donor

KW - SERVQUAL

KW - Quality Service in Zimbabwe

KW - Healthcare Quality

UR - http://ijqr.net/about.php

U2 - 10.24874/IJQR14.04-04

DO - 10.24874/IJQR14.04-04

M3 - Article

VL - 14

SP - 1037

EP - 1058

JO - International Journal for Quality Research

JF - International Journal for Quality Research

SN - 1800-6450

IS - 4

ER -

ID: 21156273