Klaipėdos universitetas

Quality is the important issue in today’s competitive world. In modern institutions, regardless of the type of business, it becomes the basis for its effective functioning; it is a determinant of organizational culture and the success factor. The organization, which offers products or services of poor quality – has no reason to exist as the consumers are becoming more aware of their needs and decide not to purchase products and services of poor quality. The article presents another proposal to assess the quality of maternity services, using the SERVQUAL method.