In today’s competitive environment, hospitals are achieving a phenomenal growth especially in India. The effect of service quality on hospitals has been examined in SERVQUAL Scale framework. Intangible aspects of service performance have a stronger direct effect on service quality of hospitals than tangible aspects. The hospital administration members should improve the intangible aspects according to the up to date technological requirements of the users’ inorder to create a good image and service rendered by the hospitals among the patients. An analysis covering 221 patients revealed that there was an overall service quality gap between patients' expectations and perceptions. Thus, improvements are required across all the five dimensions, namely, tangibility, reliability, responsiveness, assurance and empathy. In view of this wide spread belief, an attempt has been made in the present paper to study the service quality of hospitals with a view to offer suggestions to make overall service quality in hospitals more effective and efficient.
Loading....