ASSESSMENT OF DONOR SERVICE QUALITY AT NATIONAL BLOOD SERVICE ZIMBABWE USING SERVQUAL INSTRUMENT

Understanding the needs of customers has become a critical factor for the success of organizations in the modern world. A blood service is similar to any other organization in that it needs to satisfy its blood donors and other customers for it to survive. The primary purpose of this paper is to assess the quality of service offered to blood donors at the National Blood Service of Zimbabwe and make appropriate recommendations for improvement where the quality level is found to be below expectations. Complex surgical and medical procedures are made possible by the use of blood transfusion, and it improves the quality of life as well as life expectancy in patients with a wide range of chronic and acute conditions (Amatya, 2013).