Service Quality In Hospitals - An Empirical Study
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 4
Abstract
The Indian healthcare system, though unaffordable to many, can be truly described as being state-ofthe-art. There are more hospitals now within accessible distance, and some that are cost-effective. Establishing a brand image in the market is the reason experts say why hospitals should embrace the concept quickly.. Quality helps to achieve that by catering to the three 'A's' which are the cornerstones for quality healthcare services ,namely, accessibility, affordability and acceptability. The well-documented 'Service Quality Model' was used as a conceptual framework for understanding service quality delivery in health care services. The measuring instrument used in this study was the SERVQUAL questionnaire for the measurement of Gap 5 namely the discrepancy between customer expectations and their perceptions of the service delivered. An analysis covering a sample of 35 patients revealed that there exists an overall service quality gap between patients' perceptions and their expectations.The gap is found to be high and so there needs to be significant improvements across all the five dimensions of service quality such as tangibles, reliability, responsiveness, assurance and empathy.
Authors and Affiliations
Dr Ranjith PV
Keywords
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- DOI 10.9790/487X-2004011115.
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