M.B.A. / Assessment of the service quality in the banking sector is necessary to obtain general performance result for both bankers and customers. Barclays presence in Mauritius dates back to 1919, and since that time the Bank has played a key role in the expansion of business on the island. Barclays currently holds a sixteen percent market share with the two local banks Mauritius Commercial Bank and State Bank Mauritius dominating their presence with a forty percent and thirty percent market share respectively. Barclays Bank Sub Sahara Africa has recently embarked on a major customer service revolution. This study attempted to examine any significant gaps between actual methods used to measure service quality within Barclays Bank Mauritius and empirically tested models in service quality and suggest how service can be better measured at Barclays by measuring service areas where significant gaps are identified between actual methods and empirically tested models. Models have been developed to find measure and assess the determinants of service quality. The works of Parasuraman et al. (1985, 1988, 1991, and 1994) led to the development of a service quality model (SERVQUAL) which is the result of a comparison of the expectations and perceptions of customers regarding a particular service and this model is used in this study. In view of improving customer service, Barclays Bank has been involved in a number of customer service surveys. For the purpose of this study, the researcher has used the results of existing surveys collected from 250 customers of Barclays in Mauritius. In addition, primary data was randomly collected in Mauritius at the main branch which is located in Port-Louis and a sample total sample size of 120 of which 60 were customers and 60 Barclay’s staff. iv Existing surveys shows that service is on the decline within Barclays Banks Mauritius. An overall gap of -1.2, performance (P) is less than expectation (E), showed that customers are dissatisfied with the overall level of service offered by Barclays Bank in Mauritius. An overall service gap of -1.04, performance (P) is less than expectation (E), showed that staff are dissatisfied with the overall level of service offered by Barclays Bank in Mauritius. Four new service dimensions were extracted from the customer data and six new service dimensions from the employee data which confirms that there is significant difference between customer and staff service dimensions at Barclays Bank Mauritius. Both the exiting surveys done by external researchers and the data in this study have the same overall conclusion, that is, service quality at Barclays Bank Mauritius is on the decline. Hence, no significant difference between theory and practice of customer service satisfaction at Barclays Bank Mauritius. A starting point to get service right within an organization has to start with the service providers themselves, all too often organizations steam ahead with service initiatives and campaigns but do not have the support and buy in of their staff. This study concludes that if employees are not properly equipped and motivated, service quality is adversely affected. Training is of prime importance to assist the company in increasing the level of service. Areas of further research has been identified for other industries in the country, banks and other institutions in the region and internationally.

A avaliação em saúde é um instrumento bastante útil ao gerenciamento das instituições, visto que, por meio de sua aplicação, é possível conhecer a realidade e intervir com o objetivo de obter mudanças e melhorias. Se, por um lado, temos a saúde pública, com suas divisões e problemas claramente decorrentes de gestões, por outro lado, a saúde suplementar, para se manter competitiva mediante as opções, busca atender a padrões internacionais de qualidade. Assim, a avaliação econômica da saúde assume um papel de destaque, exigindo dos gestores o enfrentamento de novos desafios na busca contínua da eficiência e eficácia das atividades, compatibilizando qualidade à utilização racional dos recursos. Esta realidade tem demandado das instituições de saúde preocupações quanto à adoção de mecanismos de avaliação sistemáticos em seus processos de trabalho, dado o aumento em espiral dos seus gastos, da insuficiência de recursos e das dificuldades de controles efetivos. Este estudo objetivou avaliar os serviços hospitalares credenciados a um Instituto de Assistência à Saúde segundo critérios de eficiência da assistência, infraestrutura e práticas de gestão e analisar e adaptar o Instrumento de Avaliação de Prestadores de Serviços Hospitalares desenvolvido por Cavalcanti (2010). A metodologia empregada para esse estudo foi exploratória, descritiva, com abordagem quantitativa. A população foi composta por todas as instituições hospitalares pertencentes à regional selecionada para desenvolver a pesquisa, cadastradas no Cadastro Nacional de Estabelecimentos de Saúde (CNES) e credenciadas ao IPSEMG, o que totalizou seis instituições. Foi empregado o Instrumento de Avaliação de Prestadores de Serviços Hospitalares, buscando avaliar critérios baseados em assistência, infraestrutura e gestão, desenvolvido por Cavalcanti (2010) e ajustado para este estudo. Este instrumento possibilita avaliar instituições hospitalares de diferentes portes e está dividido em três dimensões e quatro domínios. Foram avaliadas seis instituições hospitalares, sendo três de alta complexidade e as demais de média complexidade. A maioria das instituições é privada/filantrópica, de pequeno porte e abrangência regional. Os resultados apontaram como satisfatórias as dimensões Eficiência da assistência e Práticas de gestão, que obtiveram os melhores índices de adequação, com 87 % e 82%, respectivamente. A dimensão Infraestrutura disponível apresentou índice de conformidade de 77.5%, indicando fragilidade dos hospitais analisados. Este estudo permitiu compreender a importância e o desafio existentes em estabelecer uma contratualização baseada na qualidade entre prestador e operadora, em que se busque garantir o atendimento de padrões e o estabelecimento de práticas de monitoramento e melhoria contínua, disseminando a preocupação permanente com custos e desempenho / Health assessment is a very useful instrument for the management of institutions, since through its application it is possible to know the reality and intervene with the objective of obtaining changes and improvements. If, on the one hand, we have public health, with its divisions and problems clearly stemming from management, on the other hand, supplementary health, in order to remain competitive through the options, seeks to meet international quality standards. Thus, the economic evaluation of health assumes a prominent role, requiring managers to face new challenges in the continuous search for efficiency and effectiveness of activities, matching quality to the rational use of resources. This reality has demanded from health institutions concerns about the adoption of systematic evaluation mechanisms in their work processes, given the spiraling increase in their expenditures, the lack of resources and the difficulties of effective controls. This study aimed to evaluate the hospital services accredited to an Institute of Health Care according to criteria of efficiency of care, infrastructure and management practices and to analyze and adapt the Instrument of Evaluation of Hospital Service Providers developed by Cavalcanti (2010). The methodology used for this study was exploratory, descriptive, with a quantitative approach. The population was composed of all the hospital institutions belonging to the regional selected to develop the research, registered in the National Register of Health Establishments (CNES) and accredited to the IPSEMG, which totaled six institutions. The Hospital Services Providers Evaluation Instrument was used to assess the criteria based on care, infrastructure and management developed by Cavalcanti (2010) and adjusted for this study. This instrument makes it possible to evaluate hospital institutions of different sizes and is divided into three dimensions and four domains. Six hospital institutions were evaluated, three of them with high complexity and the other with medium complexity. Most of the institutions are private/philanthropic, of small size and regional coverage. The results indicated satisfactory dimensions of Efficiency of care and Management practices, which obtained the best adequacy indexes, with 87% and 82%, respectively. The available Infrastructure dimension presented a compliance index of 77.5%, indicating fragility of the hospitals analyzed. This study made it possible to understand the importance and the challenge of establishing a contractual relationship based on quality between service provider and operator, aiming to ensure compliance with standards and the establishment of continuous monitoring and improvement practices, disseminating the permanent concern with costs and performance

A avaliação em saúde é um instrumento bastante útil ao gerenciamento das instituições, visto que, por meio de sua aplicação, é possível conhecer a realidade e intervir com o objetivo de obter mudanças e melhorias. Se, por um lado, temos a saúde pública, com suas divisões e problemas claramente decorrentes de gestões, por outro lado, a saúde suplementar, para se manter competitiva mediante as opções, busca atender a padrões internacionais de qualidade. Assim, a avaliação econômica da saúde assume um papel de destaque, exigindo dos gestores o enfrentamento de novos desafios na busca contínua da eficiência e eficácia das atividades, compatibilizando qualidade à utilização racional dos recursos. Esta realidade tem demandado das instituições de saúde preocupações quanto à adoção de mecanismos de avaliação sistemáticos em seus processos de trabalho, dado o aumento em espiral dos seus gastos, da insuficiência de recursos e das dificuldades de controles efetivos. Este estudo objetivou avaliar os serviços hospitalares credenciados a um Instituto de Assistência à Saúde segundo critérios de eficiência da assistência, infraestrutura e práticas de gestão e analisar e adaptar o Instrumento de Avaliação de Prestadores de Serviços Hospitalares desenvolvido por Cavalcanti (2010). A metodologia empregada para esse estudo foi exploratória, descritiva, com abordagem quantitativa. A população foi composta por todas as instituições hospitalares pertencentes à regional selecionada para desenvolver a pesquisa, cadastradas no Cadastro Nacional de Estabelecimentos de Saúde (CNES) e credenciadas ao IPSEMG, o que totalizou seis instituições. Foi empregado o Instrumento de Avaliação de Prestadores de Serviços Hospitalares, buscando avaliar critérios baseados em assistência, infraestrutura e gestão, desenvolvido por Cavalcanti (2010) e ajustado para este estudo. Este instrumento possibilita avaliar instituições hospitalares de diferentes portes e está dividido em três dimensões e quatro domínios. Foram avaliadas seis instituições hospitalares, sendo três de alta complexidade e as demais de média complexidade. A maioria das instituições é privada/filantrópica, de pequeno porte e abrangência regional. Os resultados apontaram como satisfatórias as dimensões Eficiência da assistência e Práticas de gestão, que obtiveram os melhores índices de adequação, com 87 % e 82%, respectivamente. A dimensão Infraestrutura disponível apresentou índice de conformidade de 77.5%, indicando fragilidade dos hospitais analisados. Este estudo permitiu compreender a importância e o desafio existentes em estabelecer uma contratualização baseada na qualidade entre prestador e operadora, em que se busque garantir o atendimento de padrões e o estabelecimento de práticas de monitoramento e melhoria contínua, disseminando a preocupação permanente com custos e desempenho / Health assessment is a very useful instrument for the management of institutions, since through its application it is possible to know the reality and intervene with the objective of obtaining changes and improvements. If, on the one hand, we have public health, with its divisions and problems clearly stemming from management, on the other hand, supplementary health, in order to remain competitive through the options, seeks to meet international quality standards. Thus, the economic evaluation of health assumes a prominent role, requiring managers to face new challenges in the continuous search for efficiency and effectiveness of activities, matching quality to the rational use of resources. This reality has demanded from health institutions concerns about the adoption of systematic evaluation mechanisms in their work processes, given the spiraling increase in their expenditures, the lack of resources and the difficulties of effective controls. This study aimed to evaluate the hospital services accredited to an Institute of Health Care according to criteria of efficiency of care, infrastructure and management practices and to analyze and adapt the Instrument of Evaluation of Hospital Service Providers developed by Cavalcanti (2010). The methodology used for this study was exploratory, descriptive, with a quantitative approach. The population was composed of all the hospital institutions belonging to the regional selected to develop the research, registered in the National Register of Health Establishments (CNES) and accredited to the IPSEMG, which totaled six institutions. The Hospital Services Providers Evaluation Instrument was used to assess the criteria based on care, infrastructure and management developed by Cavalcanti (2010) and adjusted for this study. This instrument makes it possible to evaluate hospital institutions of different sizes and is divided into three dimensions and four domains. Six hospital institutions were evaluated, three of them with high complexity and the other with medium complexity. Most of the institutions are private/philanthropic, of small size and regional coverage. The results indicated satisfactory dimensions of Efficiency of care and Management practices, which obtained the best adequacy indexes, with 87% and 82%, respectively. The available Infrastructure dimension presented a compliance index of 77.5%, indicating fragility of the hospitals analyzed. This study made it possible to understand the importance and the challenge of establishing a contractual relationship based on quality between service provider and operator, aiming to ensure compliance with standards and the establishment of continuous monitoring and improvement practices, disseminating the permanent concern with costs and performance