A gap analysis of customer expectation & perception towards service quality provided by private hospitals in sirsa city of Haryana

Virtually every organisation is nowadays concerned with satisfying the users of its products or services be they known as clients, customers, consumers or patients. In today's contemporary world, Health Care services are also both highly specialized and very complex. Being centers of specialized medicine and technology with large multi disciplinary teams, these institutions deliver a whole range of specialized services. Traditionally, the field of hospitals was dominated by government sector. But, now, government hospitals are increasingly more competitive, whereas private hospitals are trying to win customer satisfaction by providing them better quality services. Service Quality has become a competitive strategy in the healthcare sector. Thus it is important to explore the expectation of Service Quality and the experiences with the hospitals. Thus, the proposed study focuses on the study of gap between people perception and their expectation towards the service quality provided by private hospitals with the help of SERVQUAL Model The paper also lays emphasis on studying the level of perception and expectation with reference to different parameters.