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The adoption of SERVQUAL method to analyze the quality assurance factors of personal protective equipment for health care workers

Orzeł Bartosz, Horodecka Anna Maria

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2021

z. 151

501--512

Purpose: The purpose of article is to perform the analysis method based on SERVQUAL method, which will allow us to analyze and asses factors connected to quality assurance of health care workers' personal protective equipment and its level. Design/methodology/approach: The main objective is to present method of data collection. It should be achieved by using a SERVQUAL method adoption to create a set of questions, which can be directed to medical and health care workers. The main method used in research is questionnaire. Scores from it can be useful for further statistical analysis. The approach on this stage of research is theoretical. Findings: The main finding is create useful questionnaire, which can be helpful to analyze and asses factors and level of quality assurance of health care workers' personal protective equipment (PPE). The other one is to use GAP method to discover 5 gaps in PPE delivery to health care workers in Polish medical facilities. Research limitations/implications: This paper presents only adopted to research in PPE quality of health care workers SERVQUAL method and the build of questionnaire (survey), which will be useful to next researches and statistical analysis It will be introduce in future, however the proposition of action path was shown in this paper. Practical implications: A useful questionnaire can be implicate in broader understood improvement of health care workers' personal protective equipment quality. This questionnaire should allow us to analyze and define, which elements of equipment are mostly limited and need in Polish health care institutions such as hospitals, clinics etc. Social implications: The main positive result is define what is necessary to improve and assure good quality and safety in COVID-19 pandemic times both for health care workers and patients. Introducing of further suggested actions can help to minimize risk of infection, which can contribute to improving the sense of security and social order in these times. Originality/value: This paper touches important in COVID-19 pandemic times issues, which are connected to health care workers safety and hence for all society.

Measurement of quality services in courts – the servqual method

Horodecka Anna Maria, Odlanicka-Poczobutt Monika

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2019

z. 138

93--105

One of the ways to assess the level of contentment with the services offered by Poland’s court system is the use of tools customarily applied in organizations where quality management has been implemented. Therefore, the purpose of the article was to analyze the possibility of using a modified Servqual method to measure the quality of service as perceived by stakeholders, based on the difference between expectations about what they receive and the perception of the service actually provided. In the study described herein, the use of the method was based on 22 observations and 22 expectations presented in comparative form and classified according to the Likert scale. Herein, 5 gaps in the model and the most important expectations indicated by the stakeholders were identified. In the conducted study, the most important expectations that users pointed out were: providing stakeholders with personalized attention when providing the service; the neat appearance of employees; convenient office hours; behavior of court staff that inspires stakeholders’ trust; high competence in answering questions and the opportunity to conduct consultations; visual attractiveness and modernity in furnishing rooms and equipment; personalized care and a friendly atmosphere; security and certainty of the effects received (documents forwarded, consultations, rulings issued by a judge etc.) and confidentiality.