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Impact of Service Quality on Patient Satisfaction – A Study Conducted with Reference to Health Care Industry


Affiliations
1 Associate Professor, The Oxford College of Business Management, Bangalore-102, India
 

Competitive advantage can be achieved by the company if it focuses on the service quality because today’s customers are quality conscious. Hence it is utmost important for the companies to deliver higher service quality which undoubtedly should be better than its competitors. The service firm can differentiate itself from its competitors through delivering high quality service which should be more than that of its competitors as it be proven that ability of service firm depends on providing value to its customers which should be consistent and the best method to retain its existing customers is through providing quality service. Major objective of this study is to understand the present satisfaction level of consumers, to examine the perception of consumers towards the service quality dimensions and to suggest suitable measures that leads to satisfaction of consumer.

Keywords

Service, Quality, Customer, Satisfaction.
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  • BOOKS:

  • Aderemi S. A (2003), ‘Marketing Principles and Practice’, Mushin: Concept Publication Limited’.

  • Kotler P (2002), ‘Marketing management’, New Jersey: Pearson Education

  • Garima Gupta (2011), ‘Marketing of services: Quality Dimensions’, New Century Publications

  • Valarie A. Zeithaml (2010), ‘Service Marketing’, Mc Graw Hill Education, Seventh edition.

  • JOURNALS:

  • Service Quality and Customer Satisfaction: A Case Study of Hotel (2015), Published by Canadian Center of Science and Education, Vol. 11, No. 10.

  • Mohammed Wamique Hisam, Shouvik Sanyal, Moinuddin Ahmad (2016), The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India, International Review of Management and Marketing, Vol. 6, Issue 4, pp. 851-856.

  • Arun Kumar. G, Dr. S. J. Manjunath, Chethan K.C (2012), Service Quality At Hospital – A Study Of Apollo Hospital In Mysore, IOSR Journal of Business and Management, Volume 4, Issue 1, pp. 01-07.

  • DK Nur’ Najmah, PG Haji Menudin, Nooraneda Mutalip Laidey (2019), Factors Affecting Customers Perception Toward Service Quality of Grab, International Journal of Recent Technology and Engineering (IJRTE) ISSN: 2278-3075, Volume-7, Issue-5S.

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  • Ankit Agarwal and Gulshan Kumar (2016), Identify The Need for Developing a New Service Quality Model in Today’s Scenario: A Review of Service Quality Models, Arabian Journal of Business and Management Review, Volume 6, Issue 2.

  • Hussnain AJMAL, Raza Ali KHAN & Maham FATIMA (2018), Impact of service quality on customer satisfaction in banking industry of Pakistan: A case study of Karachi, Journal of Social and Administrative Sciences, Volume 5, Issue 3, PP. 219-238.

  • Jamaluddin, Endang Ruswanti (2017), Impact of Service Quality and Customer Satisfaction on Customer Loyalty: A Case Study in a Private Hospital in Indonesia, IOSR Journal of Business and Management, Volume 19, Issue 5. Ver. I, pp. 23-33.

  • G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. Anantharaman, (2002), The relationship between service quality and customer satisfaction – a factor specific approach, Journal of Services Marketing, Vol. 16 Issue: 4, pp. 363-379.

  • Rehaman B, Husnain M (2018), The Impact of Service Quality Dimensions on Patient Satisfaction in the Private Healthcare Industry in Pakistan. Journal of Hospital and Medical Management, Vol. 4, No. 1:4.

  • WEBSITES:

  • www.peopletreehospitals.com

  • https://doi.org/10.1108/09526869510089255

  • https://www.researchgate.net/publication/328577426

  • www.kspjournals.org

  • https://doi.org/10.1108/08876040210433248

  • www.practo.com/bangalore/hospital/people-tree


Abstract Views: 501

PDF Views: 188




  • Impact of Service Quality on Patient Satisfaction – A Study Conducted with Reference to Health Care Industry

Abstract Views: 501  |  PDF Views: 188

Authors

Kalavathy K. S.
Associate Professor, The Oxford College of Business Management, Bangalore-102, India
Swapna H. R.
Associate Professor, The Oxford College of Business Management, Bangalore-102, India

Abstract


Competitive advantage can be achieved by the company if it focuses on the service quality because today’s customers are quality conscious. Hence it is utmost important for the companies to deliver higher service quality which undoubtedly should be better than its competitors. The service firm can differentiate itself from its competitors through delivering high quality service which should be more than that of its competitors as it be proven that ability of service firm depends on providing value to its customers which should be consistent and the best method to retain its existing customers is through providing quality service. Major objective of this study is to understand the present satisfaction level of consumers, to examine the perception of consumers towards the service quality dimensions and to suggest suitable measures that leads to satisfaction of consumer.

Keywords


Service, Quality, Customer, Satisfaction.

References





DOI: https://doi.org/10.21095/ajmr%2F2020%2Fv12%2Fi1%2F158832