An Empirical Assessment of the Factors Influencing the Service Quality Gap between Expected Service and Perceived Service – A Study of Vikram Hospitals., Mandya

Dr.Mallikarjuna N L

Volume : IV, Issue : XI, November - 2015

An Empirical Assessment of the Factors Influencing the Service Quality Gap between Expected Service and Perceived Service – A Study of Vikram Hospitals., Mandya

Dr. Mallikarjuna N L

Abstract :

The private sector performing an important role in India�s health care delivery system. The quality of health care delivered by the private hospitals is a most important area of concern. The private sector is the dominant sector with part of the people seeking indoor care and the other part of the people seeking ambulatory care i.e., out patients care. Quality inputs can only deliver quality outputs. The first and foremost task of hospitals is to deliver quality services to patients and also to improve the quality of services where the situation is found very critical. This paper examines the factors influencing service quality gap between expected service and perceived service. For this study, a questionnaire was developed to measure the service quality gap by measurement wise. In this hospital, samples of 60 in–patients are selected to measure the quality gap based on convenience sampling. The result indicates that as far as the quality gap between the expected and perceived service is concerned almost all the independent factors have no relation with respect to all the dimensions.