Volume : 5, Issue : 3, March - 2016

“SERVICE QUALITY GAP ANALYSIS IN HEALTH CARE SECTOR” – A SERVICE QUALITY PERSPECTIVE

P. Parthiban, Dr. T. Jothimurugan

Abstract :

<p>&lt;p&gt;&amp;nbsp;Quality is the imperative need of the time for the success of any organizations in today&amp;rsquo;s competitive and complex business environment. Quality has become a key determinant in both industrial and service sectors to gain maximum return on investments and also significantly contributed in reduction of cost. The present study attempts to analyse the gap between customer expectations and perception in the healthcare sector in Madurai City. It suggested that key elements of service quality function to be enhanced where the gap is wider. The above study indicates that there is a service quality gap prevailed on the aspects of Premises and Employees hospital. This service quality gap could be reduced by improving most technologically advanced equipments; and materials associated with the services according to the expectations of the patients.&lt;/p&gt;</p>