PATIENTS PERCEPTION OF SERVICE QUALITY TOWARDS IN HOSPITALS OF DAKSHINA KANNADA DISTRICT OF KARNATAKAJournal: International Journal of Advanced Research (Vol.9, No. 7)
Publication Date: 2021-07-14
Authors : Zoheb Ali K.; Rashmi Kodikal;
Page : 367-374
Keywords : Customer Satisfaction Hospitals Patients Customer Services Quality India;
Purpose Ã¢Â€Â“ The goal of this study is to break down hospital service quality (SQ) into its different components from the patients point of view in Indias healthcare organizations. Design/methodology/approach Ã¢Â€Â“ To acquire patient perceptions, the study uses a questionnaire-survey methodology. Statistical approaches such as correlation and multiple regressions were used to analyse the data collected.. Findings Ã¢Â€Â“ Because patients are unable to completely assess the technical quality of healthcare treatments, they prioritise trustworthiness and safety. The study also found that in order to get a holistic view of their offerings, hospital service providers must first understand the demands of patients.. Research limitations/implications Ã¢Â€Â“ Due to a low response rate and other operational constraints, the study only recorded the perceptions of service receivers Ã¢Â€Â“ patients Ã¢Â€Â“ and the sample size of the study Ã¢Â€Â“ 200 patients and the studys results are dependent on the nature and number of respondents. Practical implications Ã¢Â€Â“ By comparing the mean values of the categories of Service quality, hospital administrators can benchmark their facilities against those of their competitors. The study also allows for a comparison of government and private hospital performance in terms of services provided.
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