Exploring Competitiveness of the Indian Health Sector: A Service Quality Perspective

摘要

Purpose: The Indian health care industry, on account of its cost advantage, is fast emerging as the first choice of patients throughout the globe. The modern day Indian health care industry, as a matter of fact, has a duai role to play. First, coming up to the expectations of global and elite Indian patients. Second, fulfilling its social obligations by catering to the needs of a huge lower-middle class of people suffering from various ailments. The litmus test for the Indian health care industry is the way in which strikes a balance in between its commercial and social obligations. The best way under the prevailing situation is to keep patients' faith intact by rendering quality services without bothering too much about the profit. Service quality, in fact, is dependent upon the service performance and how far it is able to satisfy customers. The present study makes an endeavour to gauge the service quality in selected multi-specialty hospitals of India by garnering the views of the patients/observers pertaining to their expectations and actual perception about the services being rendered to them. The study assumes a greater importance as the players chosen for the study represent both public as well as private sector.