Quality Dimensions in Health Care Units in selected states of India An exploratory Study using SERVQUAL

摘要

The objective of this paper is to investigate the patients as customers, patient satisfaction and its determinants, measurement issues in health care units of India an exploratory approach. As the empirical study using five dimensions of SERQUAL in various cities covering three states of India Telangana, Chhattisgarh and Himachal Pradesh. A total of 120 responses from patients as customers and 45 responses from doctors. A seven point scale was used to investigate the results. The results reported are used by the health care units to refine, restructure to enhance quality management issues and for the future directions. This work helps in designing effective healthcare quality strategies in hospitals gap analysis has also been done. This report also identifies some discomfort in the patient services quality of the hospital for further improvements as an exploratory approach.