The paper explores the development of service quality theory and alternate scales of measuring service quality, its role in customer satisfaction and importance of servqual instrument. Discover Results show that perceived service quality has both positive direct and indirect effects on satisfaction, confirming the partial mediation role played by organizational image in the relationship between service quality and customer satisfaction, highlighting the importance for healthcare units’ administrators to manage both service quality and the image of the institution Nov 27, · Research a quality improvement tool and explain how and when you could use it on a project as part of your quality management plan. Incorporate at least one reference to a journal article to support your analysis
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