Service Quality Evaluation of Private Hospitals using SERVQUAL
Journal Title: Journal of Management Research and Analysis - Year 2016, Vol 3, Issue 1
Abstract
Background & objectives: Service Quality Evaluation has become a vital aspect of medical care. Hospitals have expanded in terms of availability of specialties, improved technologies, facilities and increased competition and the expectations of patients and their relatives have increased many fold. The patients and their relatives coming to the hospital not only expect world-class treatment but also other facilities to make their stay comfortable in the hospital. Knowledge of expectation combined with understanding of perceived service quality facilitates designing and implementing programs to satisfy patients. The study was conducted with an objective of measuring service quality of IPD patients in a private hospital of Indore District of Madhya Pradesh. Methods: Cross-sectional study was conducted by collecting primary data from 422 IPD patients on the day of discharge using SERVQUAL questionnaire developed by Parasuraman et al. Results: As per the results of the study the major reason of choosing the hospital for treatment was good word-of-mouth from old patients and from senior consultants, infrastructure, proximity of hospital and expert clinical and non-clinical supportive staff. It was found that patients were highly satisfied with the basic amenities, behavior of doctors and staff of the hospital, timely medication, friendly hospital procedures and transparent billing system. Interpretation & Conclusions: Research findings discussed demonstrate that the more a patient is satisfied the more he/she is expected to recommend the hospital to other patients who need healthcare services. Therefore hospitals should implement patient satisfaction measurement as a quality indicator and thereby actively seek to improve the services provided. Objective: The main objective of the study is to measure the service quality of IPD (Inpatient Department) patients in a private hospital of Indore District of Madhya Pradesh.
Authors and Affiliations
Rajendra Singh, Sugandha Sirohi
Keywords
Related Articles
- EP ID EP241501
- DOI -
- Views 157
- Downloads 0
Customer decision-making process and the effect of marketing on the final purchase decision
The paper aims to explain the consumer decision process and evaluate the various marketing channels used by the firms to influence the decision process of the consumer The first part of this paper critically reviews the...
A dynamic causality analysis between gold price movements and stock market returns: Evidence from India
Indian economy is a developing economy and one of the largest gold importers globally During the financial year 201617 India imported around 550 tonnes of the metal and during the financial year it will jump to 846 tonne...
Prospects for growth and issues in marketing of health insurance in India
Health insurance market in India has become the fastest growing segment in non life insurance sector in India The health insurance business in India saw a 24 growth in FY 17 with a premium of INR 30765 Cr and a market sh...
Are underdeveloped countries undermanaged countries?
Where Capitalism goes management education follows. Management concepts, theories and practices emerged to meet the needs of capitalist praxis. Management as a branch of knowledge evolved as the result of interaction bet...
Descriptive study on the work life balance of f & b service captains of five star hotels of Delhi
Introduction The objective of the study was to find the levels of work life balance of f b service captains working in five star hotels of Delhi India The captain is a supervisor in food service department and is respon...