Service Quality Measurement in Health Care System- A Study in Select Hospitals in Salem City, TamilNadu

Abstract

In today's highly competitive situation, hospitals are increasingly realizing the need to focus on service quality as a measure to improve their competitive position. In this research paper, the researcher presents a service quality perception study undertaken in two hospitals in Salem city. In the study the SERVQUAL questionnaire was used for measurement of Gap 1 Viz., difference between management's perception of patients' expectations & patients' expectations. An analysis covering a sample of 400 patients and 50 doctors revealed that a gap between managements' perception about patients' expectations and patients' expectations of service quality exists.