An attempt to measure service quality at a Belfast maternity hospital: Some methodological issues and some results

The research referred to in this paper is part of a wider comparative study of quality in maternity services. Methodological issues relating to the conceptualization of service quality and its measurement are discussed. The objectives of the reseach carried out in the Belfast maternity hospital are outlined, as are the design and specific methodologies employed. In this case, service quality was conceptualized as perceptions minus importance (P- I) . The study identified relevant service factors and divided them into clinical and non-clinical categories. Both external customers (patients and partners) and internal customers (staff) of the hospital were required to prioritize and evaluate factors in both categories. Gaps between priorities and perceptions were highlighted. The use of a specific decision rule identified service 'fail points', and provided a useful means of guiding management at the hospital, in terms of where attention and resources should be targeted in an attempt to improve quality of service. The findings are fully reported in the paper and appropriate recommendations made.