Volume : V, Issue : VIII, August - 2016

SERVQUAL IN PRIMARY HEALTH CARE CENTERS IN COIMBATORE DISTRICT

Dr. B. Seethadevi, Shenbagam Kannapan

Abstract :

 The aim of this paper is to present a framework that can be used to identify the expectations of the general public with regard to Primary Health Care services–PHC, taking into consideration the SERVQUAL dimension. In addition this research paper suggests new directions for further developmental actions by the Government to improvise the service and to make the general public comfortable. The frame work is developed based on past theories and various reviews on PHC and SERVQUAL. The survey data from a sample of 80 respondents confronted to PHC in the District of Coimbatore, Tamil Nadu.The service expectation and related factors dimensions have been studied here considering the SERVQUAL Dimension.To test reliability of the questionnaire Cronbach’s Alpha test was conducted and achieved a score of .77.The findings were largely consistent with three important factors Apart from the main analysis; the overall analysis reveals that general public have been pushed to undergo medical treatments in private concerns as they are good in CRM and well hygienic ambiance which is never seen in a PHC.The Government has to take proper steps to improvise on up gradation of technology and high end medical equipment’s to cope up with the private players. The general public must be motivated to make use of the PHC and the doctors must be held responsible to maintain a friendly environment with the patients without any discrimination.SERVQUAL can be improved by giving a considerable attention to the above factors.

Keywords :

Article: Download PDF   DOI : 10.36106/ijsr  

Cite This Article:

Dr.B.SEETHADEVI, SHENBAGAM KANNAPAN SERVQUAL IN PRIMARY HEALTH CARE CENTERS IN COIMBATORE DISTRICT International Journal of Scientific Research,Volume : 5 | Issue : 8 |August 2016

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