1M.Tech. Student, Department of Industrial Engineering, Shri Ramdeobaba College of Engineering and Management, Nagpur, Maharashtra-44013
2Professor, Department of Industrial Engineering, Shri Ramdeobaba College of Engineering and Management, Nagpur, Maharashtra-44013
The survival of any organization in a highly competitive environment depends on its ability to provide the best service quality to its existing customer. As the quality of service is a key factor in success of any organization, service quality is customer perception of how well a service meet or exceed their expectation and it is judge by the customer not by the organization. This paper uses standard 22-items of servqual and divides into 5-factor dimension of servqual-tangible, reliability, responsiveness, assurance, empathy by knowing patient expectation and perception of service in the reputed hospital. Service quality evaluation is done by manual method in reputed hospital, but this paper suggest to adopt fuzzy reasoning approach (FRA) to get fast and satisfactory results about what patient is actually expect and perceive the quality of service.
Service, quality, satisfaction, fuzzy logic, perception, expectation, patients, hospital
