Achieving competitive advantage through service quality at Singapore general hospital.

Abstract

With an increase in the aging population of Singapore, health care services need to be in line with the increase in the number of patients seeking medical treatment. This fact motivated the authors to study the hospital industry and narrow down the scope of study to the Singapore General Hospital (SGH). The purpose of the project is to study the elements of service quality at hospitals and focus on waiting time as the main cause of the overall decline in service quality at hospitals, namely SGH.