Assessment of service quality offered by veterinarians

This dissertation analyzed factors affecting quality of veterinary services in Tanzania as contributed by service providers causing gaps in the service dimension instrument used. The method used in the analysis is the service quality model of Parasuraman and colleagues (1985), which helps to assess service quality in five dimensions (tangible, reliability, responsiveness, assurance, and empathy). The model ascertains gaps that exist due to customer expectations on service and service providers, perceptions on customers’ expectations. Random sampling technique was used in obtaining respondents from government departments, veterinary clinics, mobile field veterinarians and various animal keepers in their premises around Dar es Salaam Region. Primary data were obtained through administration of questionnaires and interviews to the respondents. The Findings from this study showed that animal keepers’ expectations are not accurately predicted by service providers. As a result, then specifying service quality standards, those are below customers’ expectations. Moreover, the majority of customers receive veterinary services without knowing service providers’ qualifications. In due regard, blames have been thrown to all practitioners including those who maintain their integrity. Also findings showed that although many studies have been frequently done, many of them have not been coordinated to the target group. Thus causing no implementation and evaluation. Service providers are not interacting frequently with each other, no team work. This contributes to poor service quality provision. Unreliability of veterinary services arises to be a major concern of customers interviewed in this research. It has been suggested to close the identified gaps such as veterinarians working together as a team, government committing necessary resources to improve practitioners working conditions and customers have to form their unions that can employ their own veterinarians who will take care of animals belonging to union members. Such measures are likely to change the total quality management philosophy so as to achieve higher levels of customer service and create sustainable growth of the animal industry.