Customer Expectations And Management Perceptions In Healthcare Services Of Bangladesh: An Overview | Md. Muslem Uddin Chowdhury

The total health care services in Bangladesh have been undertaken by the government, private sector and some other health clinics conducted by social organizations like NGOs. Bangladesh as a member state of WHO has endorsed the ?Health for all by 2000AD? strategy and has adopted a comprehensive PHC (Primary Health Care) program as the basic tool for health development. The targeted time has expired but all indicators of health care services failed to achieve the desired goals. This paper covers some socio-economic factors that affect the health care regarding customer expectations. Moreover, management perceptions have been identified to close the gap between customer and company. A total of 1900 samples have been procured based on random sampling from the clients (customer or patients) and from the management personnel. To identify overall customer expectation and management precipitation the SERVQUAL scale, a popular service quality measurement scale has been used in this research. Throughout the study the foremost problems have been identified both the public and private sector health care services of Bangladesh. Finally, important suggestions and policy measures have been recommended to the government as well as private healthcare organizations to narrow the gaps between customer and company.