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A study on service gap analysis of five speciality clinics with special reference to a single speciality hospital in Coimbatore

Author: 
Sunil Franklin, A., Dr. Muthuswamy P. R., Anitha, P. and Dr. Jayakumar, T.
Subject Area: 
Health Sciences
Abstract: 

A service firm delivers to customer a service package, which consists of some physical aspects and some intangibles. Technical dimension describes what the customers get and when they get it, while functional quality describes how they get it. It is more difficult for consumers to evaluate the quality of services than the quality of products. This is true because of certain distinctive characteristics of services – they are intangible, they are variable, they are perishable and they are simultaneously produced and consumed. Defining and measuring the quality of service has been a major challenge in healthcare industry. The service quality measurement scale (SERVQUAL) has been widely used in research to measure quality of service in a hospital service environment. Service firms like hospital organizations are realizing the significance of patient-centered philosophies and are turning to quality management approaches to help managing their businesses. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between patient expectations and perceptions has been highlighted through a study conducted at corporate hospitals in India.

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