Primarily, in order to understand the different service quality gaps better, it is necessary to understand the quality of the service as provided by NBSU based upon the results of their recent patient satisfaction survey. The quality factors of relevance are brought into context of discussion here. The quality factors of relevance as chosen for the patients being screened for breast cancer at the NBSU are as follows. Access is a quality factor, accessibility issues to the service is a service quality measure in itself. The questions asked with respect to perception and expectation of accessibility were that of whether NBSU was easy to find, and whether there were transportation problems in getting there to NBSU. Availability was a quality factor and the staff and patients assigned values based on how much time was given with the staff. Care as a quality factor aimed at understanding perception and expectation with respect to concern, consideration and sympathy. Communication as a factor was necessary to understand whether the patients were provided with the needed information.
On a similar note, some of the other quality factors that were considered are that of competence, courtesy, functionality, reliability, privacy, responsiveness and comfort.Importance has been used as a substitution for expectation. In term of importance and perceptions, two patient groups rated the different quality factors. Two patient groups were identified based on the patients who were just give the screening test for detecting breast cancer, and then the diagnosed patients that went on after screening to continue their medical care under NBSU. The patients who go on to continue their medical care under NBSU will obviously have more exposure to the ways and means of treatment of NBSU. It can be logically assumed that they have more time to rate how their perceived quality is compared to the patient’s own initial expectations. Of a total thirty-two patients, 16 were called in for screening and they completed the interview. Another 16 patients who were both screened and diagnosed were also part of the interview.