[pic] [pic] AL ARAB MEDICAL UNIVERSITY FACULTY OF PUBLIC HEALTH DEPARTMENT OF HEALTH SERVICE ADMINISTRATION Quality of School Health Services from the Perspective of Service Providers and Beneficiaries Submitted in Partial Fulfillment for the Degree of Bachelor of Public Health Prepared By MAILUD EL AMARI ASHARAF ABDULSALAM 2008 CONTENTS Chapter I Introduction and Objectives 1-4 Chapter II Subject and Method 5-6
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Gaps Model of Service Quality The 4 gaps in the Gaps Model are knowledge gap‚ standards gap‚ delivery gap and communication gap. Knowledge gap is the difference between customers’ expectations and the retailer’s perception of these customer’s expectations. This occurs when a person do not know what the customers expect or want. By applying knowledge gap to H&M retail store‚ it refers to the salesperson not knowing what their customers expect/want. For example‚ a customer visiting the H&M
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Service-quality dimensions Although there is general agreement that service quality has many dimensions (Gro¨nroos‚ 1982‚ 1990; Berry et al.‚ 1985; Parasuraman et al.‚ 1985)‚ there is no consensus on the exact nature and content of these dimensions (Brady and Cronin‚ 2001). Lehtinen and Lehtinen (1982) defined service quality in terms of physical quality‚ interactive quality‚ and corporate (image) quality. Physical quality relates to the tangible aspects of a service. Interactive quality refers
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Anti-Revolutionary Movement: Edmund Burke‚ frightened by French likings of English radicals published his Reflections on the Revolution in France. He predicted anarchy and dictatorship for France. He advised English to accept a slow adaptation of their own English liberties. He denounced a political philosophy that was based on abstract principles of right and wrong declaring that every people must be shaped by its own national circumstances. Emigres – people‚ at first nobles‚ who feared the
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the writing this version of history also paints our assessment of these heroes and villains. Sometimes the deeds that make one man a villain are given more weight than deeds that might deem the same man a hero. That is what happened to Benedict Arnold‚ his actions during the American Revolutionary War ensured victory for the American forces. But his acts of heroism have since been overshadowed by his final act of betrayal. When we think of the American Revolutionary War we have a tendency to
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Chapter 4: Internal analysis - Structure 4.1 Analysis of the value chain: Primary activities: Inbound logistics: * Focus upon the relationship with supplier‚ how they manage to secure deliverance of high quality coffee beans. Communication and contracts with green coffee suppliers Operations: * How Starbucks operations are conducted?‚ Starbucks own stores‚ expand on how many and how the procedure is (licensing etc) Outbound Logistics: * How do they sell their coffee
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Jacob Sunday Calotes BSCE-1 My Perception of Saint Arnold Janssen Saint Arnold Janssen‚ S.V.D. (November 5‚ 1837 – January 15‚ 1909) was a Roman Catholic priest and missionary‚ and is venerated as a saint. He is best known for founding the Society of the Divine Word‚ a Roman Catholic missionary religious congregation‚ also known as the Divine Word Missionaries‚ as well as two congregations for women. Janssen was born in Goch‚ in the Rhineland‚ Germany‚ not far from the Dutch
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How can Quality‚ Time and Cost be balanced? “Quality” does not come about by accident; it is achieved through careful planning and execution. Customers regardless of who they may be deserve the best quality product your department can supply. As part of the planning process‚ it’s important to ensure you have a good understanding of the quality level your customers require and expect from the product you are providing. “Quality is the characteristics of a product‚ system‚ service or process
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The Gaps Model of Service Quality Chapter2-1 2 The Customer Gap – Gap 5 The Provider Gaps: Gap 1 – The Listening Gap not knowing what customers expect Gap 2 – The Design and Standards Gap not having the right service designs and standards Gap 3 – The Performance Gap not delivering to service standards Gap 4 – The Communication Gap not matching performance to promises Putting It All Together: Closing the Gaps McGraw-Hill/Irwin Copyright © 2009
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Manage quality customer service SECTION 1 Assessment Activity 1 Develop and document‚ on behalf of an organization for which you do or might work‚ a detailed process whereby it will possible to investigate‚ identify‚ assess and include the needs of customers in planning processes. Private Schooling The first process is investigating why Parents would choose Private Schooling for their child/ren. The School would investigate the following. Investigate the needs of families in the local area
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