Assessing Service Quality in the Doctor’s Institute & Hostel to Identify Opportunities for Improvement
Journal Title: PARIPEX-Indian Journal of Research - Year 2016, Vol 5, Issue 6
Abstract
Introduction: Service quality leading to customer satisfaction has been the subject of study in the latter part of the last century. The service quality model proposed by Parasuram et al introduced the concept of SERVQUAL with 5 dimensions related to service quality; tangibles, reliability, responsiveness, assurance and empathy. The model has been utilised for assessing quality in service industry. A Doctors institute and hostel of a medical training institution provides dining, recreational, hostel and other facilities to its permanent and temporary members. Aim: Assessing service quality in the Doctor’s institute & hostel of a medical institution to identify opportunities for improvement using SERVQUAL dimensions Material and methods: An observational study was undertaken on a 25 scale Likert questionnaire based on the five dimensions of SERVQUAL. The questionnaire was distributed to the permanent and trainee doctors of the institute. Weightages were assigned to the dimensions of quality. Quality gap was ascertained between the expectations and perceptions of the doctors. Observations: Significant gap of a score of between 1-2 was observed between the expectation and perception of service quality amongst the doctors. The satisfaction gap was observed to be maximum in the dimensions of Reliability and Responsiveness followed by Assurance. Tangibles and Empathy figure lower in the perception gap. There is a need to close this service gap through improvement in human resource management practices, training programmes & behavioural modifications. Other initiatives include infrastructure improvement and financial management.
Authors and Affiliations
Dr Punit Yadav, Dr Alok Kulshrestha
Keywords
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