Performance Assessment As A Dynamic Of Service Quality Improvement Within An Organization

In today's private sector organizations,performance evaluation is an important process in making sure customers' satisfaction is central in every decision making.However,very few private hospitals in Gabon assess their performance in order to address internal problems and improve the service quality.Providing good quality service cannot be possible without identifying both customers' needs and expectations.This study aims to find out the evaluation of service performance that will improve the service quality provided by private hospitals in Gabon.To evaluate these performances,the study focuses on customer feedback with the purpose to determine what are the areas that need to be improved.Therefore,this research undertook a quantitative study and administered questionnaires to different patients in three private hospitals:El Rapha Hospital,S.O.S Medecins Hospital and Union Medical Hospital,with a view to seek their opinions about the service quality provided by employees in these organizations360 questionnaires were collected and analyzed for the research study.The study had eleven hypotheses;4 main and 7 sub-hypotheses.First,the perceived service quality positively affects patient satisfaction.The study adapted the perceived quality to the hospital context and defined it in seven dimensions,known as sub-hypotheses that has positive effect on patient satisfaction i.e.communication,tangibility,responsiveness,availability,reliability,outwardness and assurance.Second,patient satisfaction positively affects service performance Third,patients' visit frequency moderate the relationship on patient satisfaction and service performance,and the last one predicts that customer satisfaction mediates the relationship between reliability and service performance.A Multi-linear regression was used to test the significance of the different variables.The study therefore found out that five of the seven sub-hypotheses announced were supported.Tangibility and Outwardness were supported alone but once combined with the five other variables,they were both rejected.Also,the hypothesis 2 was supported and positively affected service performance.The mediating effect of customer satisfaction between reliability and service performance were supported.For the moderating effect,the hypothesis was not supportedThe study suggests that,management of private hospitals in Gabon,should integrate service evaluation that relies on patient satisfaction to address challenges and implement satisfactory policies.