Service quality assessment in central blood bank: blood donors’ perspective

Purpose – The purpose of this research is to assess the service quality of central blood bank from blood donors’ perspective. Design/methodology/approach – Data were collected by empirical study in a central blood bank. The instrument captured 354 blood donors’ using a SERVQUAL questionnaire. The study looked at perception and expectation levels of blood donors. After that, the gap five scores were determined. Findings – The paper finds that, for the blood donors, gap (five) scores are all positive implying that the blood donors’ tend to be satisfied. Practical implications – Based on the results, central blood bank management may consider measures in order to diagnose, analyze, and identify opportunities of improvements of service quality. Originality/value – This study attempts to explore the relatively less explored area of measuring service quality of a central blood bank from blood donors’ perspectives through implementation of the SERVQUAL model.