Volume : 2, Issue : 10, October - 2013

Measuring Service Quality of Multispecialty Hospitals in Coimbatore City by using SERVQUAL Scale

A. Anand Gerald, Dr. N. Panchanatham

Abstract :

The study is about measuring service quality in multispecialty hospitals in Coimbatore city by using SERVQUAL scale. The perception and expectation of patients about the service quality are collected. The quality of a product can be measured by its dimensions and other tangible parameters. It is not so difficult for a product to fix a standard against which the quality is measured. Since services are intangible and inseparability, fixing standard is highly difficult one. SERVQUAL scale has come as a boom to measure the service quality. The respondents for this study are patients from multispecialty hospitals in Coimbatore city. 300 patients are selected based on judgment sampling .The data are collected by using structured and undisguised questionnaire. From the analysis it was found that the patients were not satisfied in all the 5 dimensions of service quality. The service quality gap between patients’ perception and expectation is highest in reliability and empathy