Quality Pathology Customer Service: Saudis vs. Australians
Kamal F Alblwei* and Talal H Alshehri
Department of Pathology and Laboratory Medicine, Security Forces Hospital Program, Saudi Arabia
*Corresponding Author: Kamal F Alblwei, Department of Pathology and Laboratory Medicine, Security Forces Hospital Program, Saudi Arabia.
September 06, 2022; Published: October 11, 2022
This paper examines the impact of culture on the customers' perceptions of quality. The researcher uses two cultures which have distinct cultural, administrative, geographic, and economic differences, namely, Saudi Arabia and Australia. From the study, it is evident that culture has a potent impact on the customers' service quality. The paper examines the topic from two primary models. One of the models is the SERVQUAL service quality model, which the researcher uses because pathology is a service. The SERVQUAL model therefore provides a basis on which to examine the second model, which is Hofstede’s cultural dimensions’ model. Several scholars have found relationships between the two models, and therefore, one can verifiably assert that culture affects service quality perceptions. Noteworthy though, because of the limitations of the Hofstede model, the research applied additional cultural analysis concepts such as locus of control and chronemics. The researcher used qualitative secondary analysis as the methodology for the paper.
Keywords: Culture; SERVQUAL; Hofstede Dimensions; Locus Of Control; Customer Service; Quality; Pathology
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