“A COMPARATIVE ANALYSIS OF SERVICE QUALITY IN GOVERNMENT AND PRIVATE MULTISPECIALTY HOSPITALS OF CENTRAL INDIA”
Abstract
The rising change in customer demands, high expectations for better quality of products or services and the ever increasing competition across the globe has shaped a competitive environment amongst different industrial segments. Quality has become the prominent factor for customers while selecting a service or product at the same time organizations are putting efforts for providing quality products or services as per customers? needs and wants. Quality has been considered as a calculated advantage for the organizations to gain success and to sustain in the business world. Quality has become a key determinant in both industrial and service sector to gain maximum output on investments and also significantly contributed in cost reduction. Service organizations such as manufacturing organizations are now well aware about the facts that they need to take preventive quality measures to gain customer satisfaction and retention. Service Quality abbreviated as ServQual is a technique of analysing service standard of Organization with the help of 5 defined parameters.References
Journal on Service quality of Health sector by S.M Irfam &A. Ijaz.
C (ed.), Proceedings of the Summer Educator?s Conference, Chicago, IL:
American Marketing Association, 142-44.
Bolton Ruth N and Drew (1991). A dynamic model of the duration of the
customer?s relationship with the continuous service provider: The role of
satisfaction. Mark. Sci., 17(1): 45-65.
presented at the 11th World Conference of Air Transport Research
Society, Berkeley, June.
Brady M., Cronin, J., and Brand, R. (2002). Performance-only
measurement of service quality: a replication and extension. Journal of
Business Research, 55, 17-31.
(November), 491-504.
Cronin Jr., J.J., and Taylor, S.A. (1992). Measuring service quality: a
Dabholkar, PA, Dayle IT, Joseph ORZ (1996). A measure of service
quality for retail stores: Scale development and validation. J. Acad. Mark.
Sci., 24(1): 3-16.
Gaur Sanjaya S, Agrawal Richa. (2006) Service Quality Measurement in
Retail Store Contex: A Review of Advances Made Using
SERVQUALand RSQS. Mark. Rev., 6(4): 317-339(14).
Gronoos, C. (1984). An applied service marketing theory. European
Jain SK, Gupta G. Measuring service quality: SERVQUAL vs.
SERVPERF scales. Vikalpa. 2004;29(2):25-37.
Downloads
Published
Issue
Section
License
Copyright Notice
Submission of an article implies that the work described has not been published previously (except in the form of an abstract or as part of a published lecture or academic thesis), that it is not under consideration for publication elsewhere, that its publication is approved by all authors and tacitly or explicitly by the responsible authorities where the work was carried out, and that, if accepted, will not be published elsewhere in the same form, in English or in any other language, without the written consent of the Publisher. The Editors reserve the right to edit or otherwise alter all contributions, but authors will receive proofs for approval before publication.
Copyrights for articles published in World Scholars journals are retained by the authors, with first publication rights granted to the journal. The journal/publisher is not responsible for subsequent uses of the work. It is the author's responsibility to bring an infringement action if so desired by the author.
