ABSTRACT
The chapter brings to the fore the importance of service quality management in healthcare through the lenses of customers (patients) by drawing on its effect in improving overall service quality for patients and success for healthcare organizations. Consequently, it explores the applications of some widely used dimensions of service quality and their relevance and applicability within the healthcare domain. It also explores pertinent issues with regard to organizational assessments of service quality and suggests the need for specialized audits as well as benchmarking for best practices in order to ensure a cycle of continuous service quality within healthcare organizations.
