Original Research Article
Year: 2020 | Month: April-June | Volume: 5 | Issue: 2 | Pages: 56-61
A Study on SERVQUAL of Private Hospitals at Coimbatore
V. Vidhya
Assistant Professor, Department of MBA, Sankara College of Science & Commerce, Coimbatore, Tamil Nadu, 641035, India
ABSTRACT
Quality of hospital services becomes the utmost concern for the patients. Patients want to avail good quality services from the hospital service providers. In order to provide good quality service, thereby satisfying and retaining the patients, hospitals are striving to measure and maintain service quality. This study reveals the gap between the expectation and perception of hospital services have been found out and the study suggested some strategies to overcome the gap. The study focussed on the service quality parameters and the method chosen for the research is Descriptive design. The study is based on the primary data and data has been collected from in-patients by well framed questionnaire. The sampling technique used in the study is Random sampling where the sampling size comprises of In-patients in order to test their satisfaction and expectation level. The sample size is of 150for this study. The tools applied to analyse the data were percentage analysis, F test, T test, and ANOVA.
Keywords: Service quality, SERVQUAL, Patient expectations, Behavioural Intention, Perception of Hospital service, Expected level of Hospital services