A STUDY ON SERVICE QUALITY GAP IN MULTI�SPECIALITY HOSPITALS

K.Vanitha Devi; Dr.P.R.Muthuswamy

Volume : VI, Issue : XII, December - 2016

A STUDY ON SERVICE QUALITY GAP IN MULTI�SPECIALITY HOSPITALS

K. Vanitha Devi, Dr. P. R. Muthuswamy

Abstract :

Service quality is a crucial direction for enhancing business performance, which underlies the widespread adoption of quality improvement initiatives in many service industries. In recent years, one of the fastest growing industries in the service sector is the health care industry. The purpose of the study is to gain a better understanding of the SERVQUAL factors, which determine consumers‘ perceptions and expectations of service quality in Multispecialty hospitals. Questionnaire was administered to 250 patients of Multi–speciality hospitals. Findings shows that service quality level of this hospital in multi speciality hospitals is good. Overall, patients‘ perception is slightly higher than patients‘ expectation; however, the gap between perception and expectation is not significantly different. The highest service quality dimension of patients‘ expectation is tangibility. The highest service quality dimension of patients‘ perception is also tangibility. The key finding also indicates that tangibility, reliability and responsiveness are the three most important dimensions of hospital service quality perceived by patients; whereas the empathy was found having the largest negative gap.