Part Time-PH.D Research Scholar, University of Madras Assistant Professor of Commerce S.I.V.E.T. College, Gowrivakkam, Chennai, 73
Online published on 22 January, 2016.
The Indian Healthcare system includes public, private and traditional system of medicine. After liberalisation, the private players started to play a predominant role in the Indian Healthcare system. Nowadays due to hectic competition, private healthcare providers provide quality treatment with advanced and adequate infrastructure. Further the physicians are well trained and highly qualified. These healthcare providers need a measurement scale to measure the level of service that it is provided to its consumers. By means of this measurement scale they will be in a position to identify and concentrate the key areas, related to the satisfaction of the consumers. The idea of the article is based on measuring the quality of service provided by the selected healthcare provider, through the SERVQUAL instrument. The dimensions in the model help us in measuring the overall relationship of the service provider with the consumers.
SERVQUAL, Healthcare Provider, Tangibles, Reliability, Responsiveness, Assurance and Empathy
