Measurement Of Service Quality In Healthcare Organization

Measurement Of Service Quality In Healthcare Organization
Authors : Dinesh Amjeriya, Rakesh Kumar Malviya
Publication Date: 29-10-2012


Author(s):  Dinesh Amjeriya, Rakesh Kumar Malviya

Published in:   International Journal of Engineering Research & Technology

License:  This work is licensed under a Creative Commons Attribution 4.0 International License.

Website: www.ijert.org

Volume/Issue:   Vol.1 - Issue 8 (October - 2012)

e-ISSN:   2278-0181


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 a detailed questionnaire based on twelve SERVQUAL attributes. Opinion of 62 patients in hospital is taken to find out the service quality perceived by them. The data obtained is analyzed using software SPSS. Result of study showed that hospital service attributes have positive impact and are significant to build patient satisfaction. The result of this study is expected to give more knowledge about the importance of service quality (SERVQUAL), so that the hospital can use them as initial building block for management of hospital to evaluate its service and further improve it. This result can be conveniently generalized for any other organization in Indian context.


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