The adoption of SERVQUAL method to analyze the quality assurance factors of personal protective equipment for health care workers

Purpose: The purpose of article is to perform the analysis method based on SERVQUAL method, which will allow us to analyze and asses factors connected to quality assurance of health care workers' personal protective equipment and its level. Design/methodology/approach: The main objective is to present method of data collection. It should be achieved by using a SERVQUAL method adoption to create a set of questions, which can be directed to medical and health care workers. The main method used in research is questionnaire. Scores from it can be useful for further statistical analysis. The approach on this stage of research is theoretical. Findings: The main finding is create useful questionnaire, which can be helpful to analyze and asses factors and level of quality assurance of health care workers' personal protective equipment (PPE). The other one is to use GAP method to discover 5 gaps in PPE delivery to health care workers in Polish medical facilities. Research limitations/implications: This paper presents only adopted to research in PPE quality of health care workers SERVQUAL method and the build of questionnaire (survey), which will be useful to next researches and statistical analysis It will be introduce in future, however the proposition of action path was shown in this paper. Practical implications: A useful questionnaire can be implicate in broader understood improvement of health care workers' personal protective equipment quality. This questionnaire should allow us to analyze and define, which elements of equipment are mostly limited and need in Polish health care institutions such as hospitals, clinics etc. Social implications: The main positive result is define what is necessary to improve and assure good quality and safety in COVID-19 pandemic times both for health care workers and patients. Introducing of further suggested actions can help to minimize risk of infection, which can contribute to improving the sense of security and social order in these times. Originality/value: This paper touches important in COVID-19 pandemic times issues, which are connected to health care workers safety and hence for all society.