“…Research has shown that good service quality leads to the retention of existing customers and the attraction of new ones, reduced costs, an enhanced corporate image, positive word-of-mouth recommendation, and, ultimately, enhanced profitability (Berry et al, 1989;Reichheld and Sasser, 1990;Rust and Zahorik, 1993;Cronin et al, 2000;Kang and James, 2004;Yoon and Suh, 2004).Moreover, securing and increasing loyalty is central to many corporate strategies because obtaining new customers is costly and customer retention is connected to long-term profitability (Anderson and Mittal, 2000;Bruhn and Grund, 2000;Reichheld 1996;Davis-Sramek et al, 2009).Therefore Service quality can be used as a strategic differentiation weapon to build a distinctive advantage which competitors would find difficult to copy and many service sector organizations have begun to see service quality as a potential source of sustainable competitive advantage (Lim and Tang, 2000;Kuei, 1998). The analysis of service quality would enable management to better direct financial resources to improve hospital operations in those areas that have the most impact on customer perceptions of service quality.…”