Abstract

ASSESSMENT OF SERVICE QUALITY DELIVERANCE IN MULTISPECIALITY HOSPITALS AT CHENNAI

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

ABSTRACT

The focus on improved health delivery system is on the raise and there has been a great amount of importance and focus is attached to it. Hospitals have evolved from being a huge compartment of departments built with rocky stones and noisy environments to a place with high class ambiences equal or sometimes better than star hotels. The patient care is being considered as an ultimate in the hospitals and enormous efforts are being put in by the hospital administration to make the patient stay comfortable and convenient not only for them but also their attendees and visitors. Improved quality of service has now become the most important aspect of patient satisfaction. The patient confidence can be gained by showing a distinctive „service quality‟ coupled with quality care. The world has witnessed huge investments in the arena of medical equipments, engaging highly qualified physicians, highly talented workforce and interactive software solutions in order to gain the confidence of its GUESTS and the erstwhile nomenclature of patient is getting slowly eroded from the minds of health care givers. This study wants to assess the service quality of multispecialty hospitals and relationship between service quality and customer satisfaction by using SERVQUAL instrument called RATER model.

Keywords: .