Service Quality In Hospital
The present study has used some concepts to fulfill its objectives. The concepts used in the study are variables leading to the choice of the hospital, expected and perceived service quality, patients’ satisfaction and behavioural intention of patients. The definitions, meaning, variables used to measure the above said concepts are discussed in this chapter.
Quality
Quality has become the essential parameter to be evaluated for a product or service which is to be purchased or consumed. The same way, patients are comparing and evaluating the service quality of both private and public hospitals. Due to the technological advancements and continuous efforts towards the research and development in the field of medicine, many private players
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This has become the basic idea behind the instrument called SERVQUAL. Hence, customer perception is better compared with other measures of performance. SERVQUAL is useful in showing the difference between the patients’ preferences and his/her actual experience. The results specify the areas that need to be improved. Such a kind of analysis of service quality would help the hospital management in spending their financial resources for improving their performance in order to satisfy and retain the loyal …show more content…
Assurance ie., knowledge and courtesy of employees and their ability to convey trust and confidence; and
5. Empathy ie., individualized attention the facility provides to its customers.
Finn & Lamb (1991) agree that the aforementioned constructs are important aspects of service quality, but Cronin & Taylor (1992) have been skeptical about whether these dimensions are applicable when evaluating service quality in other service industries.
On the basis of their review of service quality literature, McDougall and Levesque (ibid), argued that there are two overriding dimensions to service quality. The first one being the core or outcome aspects (contractual) of the service, and the second being the relational or process aspects (customer-employee relationship) of the service.
Other dimensions that have been widely accepted by scholars as constituents of service quality dimensions are:
i. Competence talks about knowledge and skill to perform the service at any point in time; ii. Access, this is the approachability and ease of contact of service personnel; iii. Courtesy is the politeness, consideration, and friendliness of service personnel; iv.Communication is about keeping customers informed; listening to customer’s demands and
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