Service Quality In Hospitals [Patient’s Perspective]

Research Article
Sorab Sadri

Rendering quality service is a key to survival and success today. There is a gap between the quality rendered by service provider and quality required by patient, which needs to be measured. Service quality can be described in terms of (i) objective characteristics such as service time, wait time etc. that can be easily quantified and (ii) perceptual characteristics of the patients, which includes various dimensions of service quality. In this paper, we are evaluating the requirements of Health Care Services as perceived by patients by developing a Questionnaire for measuring Service Quality on the basis of a hypothesized model. The responses will be evaluated using Factor Analysis to assess whether the factors identified in the model are significantly influencing Service Quality in Hospitals and to develop a working model which can also be used for developing necessary managerial strategies for achieving the ultimate objectives of Patient Satisfaction.