Service quality assessment for healthcare sector - Ganesh Akhade - Bog

Healthcare service sector plays important role in economic growth of a nation. Healthcare services are provided by various types of hospitals such as government hospitals, private hospitals, and community / trust hospitals in urban area. In rural area the healthcare services are provided by primary healthcare centres. Due to increase in competition between hospitals a pressure is increased on administrators of hospitals to provide better services to customer. To make improvement in services the administrator of hospitals need to know the area where improvement is needed. Hence administrators of hospitals needed a reliable instrument to measure the service quality of hospitals. The objectives of this book is 1) to provide a model for assessing service quality of healthcare sector 2) to determine the common minimum service items able to measure the service quality of healthcare sector 3) to use neural network for assessing service quality model for healthcare sector. After exploratory literature review it is found that majority of researcher used customers perception minus expectation gap score for assessing service quality of healthcare sector.