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Technical Quality In Health Care Industry

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Dynamic changes in customer demand, high level expectations for the superior quality of services and products and increase in the global competition has created a complex environment on various industrial sector. Service and quality plays vital role in customers when choosing certain products or services and on the mean time various industries are putting efforts for providing better quality on products and services as per customer wants and needs. It is found that quality has been a greater concern for organisations to achieve strategic advantage and to relay in this competitive business world.
The world is looking at the quality which has become a key determinant in service as well as industrial sector to obtain maximum rate of return on …show more content…

The technical and functional roles of service quality are the effective tools for the success of service industry (Grönroos, 1984). The use of technical quality in health care industry is measured firstly on the basis of technical correctness of the procedures and diagnosis. Various techniques have been proposed for measuring the technical quality and that are currently used in almost all health care industry.
Various studies have shown that provision for maintenance of top-quality services is highly proportional to increase in cost savings, market share and profits (Devlin and Dong, 1994). Factors like delivering patient satisfaction, the elements of quality control, effectiveness of medical treatment and quality of service are highly necessary due to competitive pressure (Friedenberg, 1997). Changing customer demands, increased expectations for superior quality of products or services and the global competition has created a competitive environment among different industrial sectors. Quality has become an icon for customers while selecting a service or product and at the same time organizations are making efforts for providing quality …show more content…

Service organizations like the manufacturing organizations are now well aware about the facts that they need to take preventive quality measures to gain customer satisfaction and retention. The importance of service quality has been recognized and its implementation escorts the organizations to increase organizational performance, customer satisfaction and loyalty.
Like the other service organizations; healthcare sector has also become a highly competitive and rapidly growing service industry around the world. The biggest challenge faced by healthcare markets is to define and measure the service quality. However, it was recognized in earlier study that ‘SERVQUAL’ is a comprehensive scale to empirically estimate the level of quality services delivered to customers, and it is best suitable in the hospital environment.
Recognition of the differences between services and manufacturing through the dimensions of inseparability, intangibility and heterogeneity of service products has enabled quality-management practitioners to develop approaches that have proved effective in improving service

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