Abstract :
Quality is considered as one of the imperative factors. In hospital industry patient is a consumer of the hospital whose fulfillment must be taken note. The fulfillment of the patient has relied upon the service execution which has been performed by the hospital. The quality of the service measures the expectation and perception of the patient about service quality which has been given by the administration, so the level of a gap can be addressed. Service dissatisfaction in the hospital industry emerges because of gaps that emerge in patient service. In the event that the service gave meets the patient desire at that point the patient is satisfied, in case the service gave meet not up to the patient expectation then the patient is dissatisfied. The gap between the two will indicate whether the service quality is high or low on each of this variable service engagement, patient safety, staff capacity, admission and discharge process, a culture of respect in order to measure service quality by using SERVQUAL model. Dr. C. Thirumal Azhagan | S. Jeyabal "Effect of Service Quality Gaps in Hospital Industry" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-3 , April 2019, URL: https://www.ijtsrd.com/papers/ijtsrd21713.pdf Paper URL: https://www.ijtsrd.com/management/marketing/21713/effect-of-service-quality-gaps-in-hospital-industry/dr-c-thirumal-azhagan
Keyword :
ServiceQuality, GapModel, PatientExpectationandPerception