Patients Expectation Towards Service Quality Dimensions in Multi-Specialty Hospitals

The purpose of this paper is to measure service quality of the hospital in multi-specialty hospitals. This paper assesses patients ’expectation pertaining to hospital service quality. Data collected from 250 patients are analyzed by using the SERVQUAL model. The model compares patients ’expectation of service received across five dimensions of service quality including reliability, responsiveness, assurance, empathy and tangibility. The results of this study reveal that overall service quality score is positive, however, there is significant different between demographic factors of the patients and their expectation. The findings of the study will help the management team to understand areas of improvement. Top management can apply research findings to design and prioritize hospital strategies for improving service quality