Servque Hospital Case Study

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Abstract- Defining and measuring the quality of service has been a major challenge in healthcare industry. The service quality measurement scale (SERVQUAL) is used in research to measure quality of service in a hospital service environment. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between patient expectations and service providers’ perceptions has been highlighted through a case study conducted at XYZ Hospital which is one of the best hospitals in Ujjain giving quality service to patients. The main objective of this project is to demonstrate the use of SERVQUAL for measuring patient’s perceptions of health care quality in XYZ Hospital The research methodology consists of preparing …show more content…

Figure I: Dependence between quality, satisfaction and profitability

C. Service Quality The purpose of the research is to find the most important service quality dimensions that affect customer satisfaction in hospital service in Ujjain. Since SERVQUAL model is founded a comprehensive method, we are going to adopt and deploy it to encompass various aspects of service quality in relation to the hospital industry in Ujjain. Besides, a questionnaire has been designed based on literature in order to examine all service quality dimensions in SERVQUAL model
[2]. Service quality is determined by the differences between customer’s expectations of services provider’s performance and their evaluation of the services they received”.

III. RESEARCH METHODOLOGY

This presents brief description of the research methodology used for the project. This includes data collection, statistical methods used for project like Pearson correlation and linear multiple regression. In this project, software SPSS 11 which provides the descriptive statistics and other statistical tools is used.
Data …show more content…

Reliability and Validity In statistics, reliability is the consistency of a set of measurements or of a measuring instrument, often used to describe a test. Validity is often assessed along with reliability, the extent to which a measurement gives consistent results. (Seyed, 2008)
Cronbach 's α is defined as Where K is the number of components is the variance of the observed total test scores
And the variance of component i for the current sample of persons[10]
D. Pearson Correlation Correlation is a technique for investigating the relationship between two quantitative, continuous variables, for example, age and blood pressure. Pearson 's correlation coefficient (r) is a measure of the strength of the association between the two variables. The variables are not designated as dependent or independent. The two most popular correlation coefficients are: Spearman 's correlation coefficient rho (r) and Pearson 's product-moment correlation coefficient.

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