Volume : 6, Issue : 6, June - 2017

Service Quality in Private and Government Hospitals: Empirical Evidences in Gulbarga District of Karnataka

Dr. A. P. Hosamani, Mr. Chandrakanth B. Jewargi

Abstract :

<p>&nbsp;<span style="text-align: justify; text-indent: 0.5in;">The service sector plays an important role in modern economic development of a country. Healthcare is one of India‘s largest service sectors. The health care sector occupies a premiere position in ensuring sustainable over all socio-economic advancement in developing countries. The growth of hospital based services has been seen very obvious during the past decades in India. The up to date technological growth and advancement in equipment, subject knowledge of medical experts and other paramedical staff had led to an improvement in medical services. This has helped the patients to perceive the enhanced service quality of the hospitals with growing satisfaction Healthcare sector contributes to the Indian economy a huge chunk of resources in terms of revenue and employment. The sector is expanding rapidly. In 2012, India&rsquo;s expenditure on healthcare was growing around $40 billion. </span><span style="text-align: justify; text-indent: 0.5in;">&nbsp;</span><span style="text-align: justify; text-indent: 0.5in;">The private sector accounted for more than 80 per cent of total healthcare spending in India and the remaining 20 per cent was spent by the Government. In This</span><span style="text-align: justify; text-indent: 0.5in;"> study investigate the service quality of the customers in two types of hospitals. Now quality has become an icon for customers while availing any services or buying a product and it is also a strategic advantage for the organizations to gain success and remain competitive in the market by delivering superior quality of services or products based on customer requirements. For this purpose SERVQUAL instrument was used to measure the patient&rsquo;s perception about service quality delivered by these hospitals. Five service quality dimensions; empathy, tangibles, assurance, timeliness and assurance were used in order to measure the patients perceptions about the service quality of government and private hospital located in Gulbarga District.</span></p> <p class="Default" style="text-align:justify;text-indent:.5in;line-height:150%"><o:p></o:p></p>