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Service Quality Evaluation of Private Hospitals using SERVQUAL

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Original Article

Author Details : Sugandha Sirohi, Rajendra Singh

Volume : 3, Issue : 1, Year : 2016

Article Page : 49-52

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Abstract

Background & objectives: Service Quality Evaluation has become a vital aspect of medical care. Hospitals have expanded in terms of availability of specialties, improved technologies, facilities and increased competition and the expectations of patients and their relatives have increased many fold. The patients and their relatives coming to the hospital not only expect world-class treatment but also other facilities to make their stay comfortable in the hospital. Knowledge of expectation combined with understanding of perceived service quality facilitates designing and implementing programs to satisfy patients. The study was conducted with an objective of measuring service quality of IPD patients in a private hospital of Indore District of Madhya Pradesh.
Methods: Cross-sectional study was conducted by collecting primary data from 422 IPD patients on the day of discharge using SERVQUAL questionnaire developed by Parasuraman et al.
Results: As per the results of the study the major reason of choosing the hospital for treatment was good word-of-mouth from old patients and from senior consultants, infrastructure, proximity of hospital and expert clinical and non-clinical supportive staff. It was found that patients were highly satisfied with the basic amenities, behavior of doctors and staff of the hospital, timely medication, friendly hospital procedures and transparent billing system.
Interpretation & Conclusions: Research findings discussed demonstrate that the more a patient is satisfied the more he/she is expected to recommend the hospital to other patients who need healthcare services. Therefore hospitals should implement patient satisfaction measurement as a quality indicator and thereby actively seek to improve the services provided.
Objective: The main objective of the study is to measure the service quality of IPD (Inpatient Department) patients in a private hospital of Indore District of Madhya Pradesh.

Keywords: In-patient department, Patient satisfaction, Service quality, SERVQUAL

How to cite : Sirohi S, Singh R, Service Quality Evaluation of Private Hospitals using SERVQUAL. J Manag Res Anal 2016;3(1):49-52

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