The Impact of Quality Service Provided by SRM Hospital on Outpatients
Consumer’s perceptions about the health care services play an important role when choosing a hospital. The quality of service is crucial to both the outpatients and the service providers. The dimensions of the service quality are reliability, responsiveness, assurance, empathy, and tangibles. Custom...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
KAD International
2015-04-01
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| Series: | Journal of Advocacy, Research and Education |
| Subjects: | |
| Online Access: | http://kadint.net/journals_n/1430116334.pdf |
| _version_ | 1811247914159177728 |
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| author | Kenneth Amoah-Binfoh Joe Sarprasatha S. Premlatha Martin Antwi |
| author_facet | Kenneth Amoah-Binfoh Joe Sarprasatha S. Premlatha Martin Antwi |
| author_sort | Kenneth Amoah-Binfoh |
| collection | DOAJ |
| description | Consumer’s perceptions about the health care services play an important role when choosing a hospital. The quality of service is crucial to both the outpatients and the service providers. The dimensions of the service quality are reliability, responsiveness, assurance, empathy, and tangibles. Customer’s expectations and experiences vary with services. When there is a shortfall between expectation of service level and perception of actual service delivery, it is called customer gap. The causes of customer gap include; not knowing what customers expect, not selecting the right service designs and standards, not delivering to service standards and not matching performance to promises. This paper focuses on the level of service quality rendered by SRM’s hospital, the patient-physicians’ relationship and to examine the pre and post service of outpatients in the SRM’s hospital. A structured questionnaires and interviews were constructed to provide answers to the research questions using a sample size of 50 [employees and outpatients]. It was found out that some outpatients were satisfied with the services rendered by the hospital with reservations for more improvement. It was also found out that, there were gaps between the outpatients’ expectation and perception about the service rendered by the hospital. It was recommended that a competent marketing executive should be employed since marketing is the voice of the healthcare industry. |
| first_indexed | 2024-04-12T15:18:57Z |
| format | Article |
| id | doaj.art-df4127d2419d42e797d1750c815cb286 |
| institution | Directory Open Access Journal |
| issn | 2410-4981 |
| language | English |
| last_indexed | 2024-04-12T15:18:57Z |
| publishDate | 2015-04-01 |
| publisher | KAD International |
| record_format | Article |
| series | Journal of Advocacy, Research and Education |
| spelling | doaj.art-df4127d2419d42e797d1750c815cb2862022-12-22T03:27:33ZengKAD InternationalJournal of Advocacy, Research and Education2410-49812015-04-01212530The Impact of Quality Service Provided by SRM Hospital on Outpatients Kenneth Amoah-Binfoh0Joe Sarprasatha1S. Premlatha2Martin Antwi3SRM University, IndiaSRM University, IndiaSRM University, IndiaSRM University, IndiaConsumer’s perceptions about the health care services play an important role when choosing a hospital. The quality of service is crucial to both the outpatients and the service providers. The dimensions of the service quality are reliability, responsiveness, assurance, empathy, and tangibles. Customer’s expectations and experiences vary with services. When there is a shortfall between expectation of service level and perception of actual service delivery, it is called customer gap. The causes of customer gap include; not knowing what customers expect, not selecting the right service designs and standards, not delivering to service standards and not matching performance to promises. This paper focuses on the level of service quality rendered by SRM’s hospital, the patient-physicians’ relationship and to examine the pre and post service of outpatients in the SRM’s hospital. A structured questionnaires and interviews were constructed to provide answers to the research questions using a sample size of 50 [employees and outpatients]. It was found out that some outpatients were satisfied with the services rendered by the hospital with reservations for more improvement. It was also found out that, there were gaps between the outpatients’ expectation and perception about the service rendered by the hospital. It was recommended that a competent marketing executive should be employed since marketing is the voice of the healthcare industry.http://kadint.net/journals_n/1430116334.pdfService qualityHealthcareOutpatientsExpectationPerceptionIndia |
| spellingShingle | Kenneth Amoah-Binfoh Joe Sarprasatha S. Premlatha Martin Antwi The Impact of Quality Service Provided by SRM Hospital on Outpatients Journal of Advocacy, Research and Education Service quality Healthcare Outpatients Expectation Perception India |
| title | The Impact of Quality Service Provided by SRM Hospital on Outpatients |
| title_full | The Impact of Quality Service Provided by SRM Hospital on Outpatients |
| title_fullStr | The Impact of Quality Service Provided by SRM Hospital on Outpatients |
| title_full_unstemmed | The Impact of Quality Service Provided by SRM Hospital on Outpatients |
| title_short | The Impact of Quality Service Provided by SRM Hospital on Outpatients |
| title_sort | impact of quality service provided by srm hospital on outpatients |
| topic | Service quality Healthcare Outpatients Expectation Perception India |
| url | http://kadint.net/journals_n/1430116334.pdf |
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