Abstract

MEASUREMENT OF SERVICE QUALITY AND ITS IMPACT ON PATIENT SATISFACTION IN HOSPITALS USING STATISTICAL DATA AND PLS ANALYTICAL TOOLS

*Dr. Ashok Thiakarajan, A. Sindhuja, Dr. R. Krishnaraj

ABSTRACT

Service quality is being considered as the prime factor in their branding strategy which has been evident through the advertisements focused on care and quality. Therefore, offering best possible service quality has become the competitive edge for managements where in the technological equipment‟s are installed with every hospital and Service quality is considered for ROI (Return on investment). This means that service-based companies are compelled to provide some excellent services to their customers in order to have sustainable competitive advantage. There is however, a need for these organizations to understand what service quality is in order to achieve their objectives.[1]

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