In comparison with the staff rating based on importance and perception, the following charting will be useful to understand the different gaps.Staff rating based on patient’s expectation on the quality factors indicates that for most of the quality factors, the rating falls from 4 to5. Managerial rating of care, functionality, reliability and responsiveness fall under the 3-4 range indicating that they are not in part with patient expectations or other staff expectations.
The second chart reveals an even larger gap in perception of actual quality for the patients. Screened patients, diagnosed patients rating lies in the 3-5 range. Managers have rated in the 2-5 range, Nurses have rated in the 3-4 range not reaching the 4-5 rating for any of the service quality factors and radiographers have rated in the 2-4 range which is the lowest of them all.Primarily, customer gap exists. Expectations of customer on quality of service and the actual customer perception are different. This is even more highlighted in the case of the patients who are diagnosed. They feel the service gap more than the patients who were only screened. NBSU should ensure to understand the expectations of its diagnosed patients, as they spend more time on NBSU and should aim to address their issues in service quality. If necessary, the organization has to educate the consumer as to the actual quality of service possible with their institution. It should project real information in its marketing instead of making high promises.
Secondly, there is a knowledge gap and a perceive policy gap because of failure of managerial perception of expectation and actual quality. Managers have to be trained and must be supported with the needed equipment and human resources to meet these gaps.
Finally, there are delivery gaps, as all the staff, the nurses and the radiographer do not perceive expectation and quality in a consistent manner. This inconsistent understanding will have an impact on quality.
The case study of NBSU was studied and service quality gaps were identified with respect to knowledge, policy, delivery and customer expectations. Recommendations are made for NBSU to work on addressing these gaps.