Perception of Cancer Patients towards the Service Quality of the Healthcare Industry: A Paradigmatic Research on Serviceability

Abstract

Service delivery by the healthcare organizations is undergoing radical changes in India. In the current scenario, patient centric service delivery has become the centre of attention. Hence organizations should maintain their service quality in order to gain competitive advantage and attain sustainable growth in long-term. This paper is an empirical approach to explore the service quality constructs in the healthcare organizations on the basis of technical and functional landscape from the Cancer patient’s purview. The conceptual model of SERVQUAL with adjusted modification to suit the socio-economic condition of study area has been used to explore the holistic concept of hospital service quality.Exploratory factor analysis with random sampling has been used to filter out the exact constructs which hospital projects out to deliver service to the Cancer patients. Cronbach’salpha, factor loadings, data redundancy and other statistical evaluation have been used to mine out the latent attributes encompassing service quality by the hospitals from the perception of Cancer patients.The implied findings will be a path breaking age to build a resilient and sustainable serviceability