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IJSTR >> Volume 9 - Issue 2, February 2020 Edition

International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616

Analyzing The Functional Dimensions Of Service Quality

[Full Text]



Prachi Verma, Payal Puri, Shreya Singh, Dhruv Sharma



Gap Analysis, Service Quality, Patient, Expectations, Satisfaction, Hospitals, Color-coded



Service quality of hospitals is recognized as an important antecedent on exploring the overall service experience of patients globally. The present study analyzes the perception of the patients regarding implementation of a new service and its effect on quality of care. It investigates patients’ perceptions of the government introduced programme -VIBGYOR which uses colored bed-sheets under a weekly color coded scheme in hospitals in North India. The study also analyzed the various gaps in the perceptions and expectations of service quality by patients in the district hospitals. The study was carried out at district hospital of Panchkula, Haryana. A longitudinal study was devised for this purpose. Data was collected through area sampling and a total of 137 respondents were approached for the study. The results indicate that there was a strong positive correlation between Tangibility and Assurance (.890), Empathy and Assurance (.866) and also between Empathy and Responsiveness (.822). This study redirects that several factors of service quality act as major antecedents to create satisfied patients and reinforce positive behavioral perceptions among them. Thus, Hospitals should allocate their resources, rationally regarding the attributes of service quality based on their effective perception by the patients. These attributes should also contribute to patients’ satisfaction and hence increase overall patient satisfaction.



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