Expectations and Perceptions on Service quality in Healthcare Sector. A case study of District Hospital of Gwalior

Abstract

Service quality is a term which describes a comparison of expectations with performance. Receiving a high level of service is important to consumers but understanding how to evaluate the service quality received is more difficult. Quality refers to the closeness of an actual outcome to the expected outcome by the observer. In view of the changing scenario of customer needs, lifestyles and technological innovations, the market has become much more quality-conscious. Therefore, in service delivery, quality has become an essential prerequisite even in the healthcare sector. The SERVQUAL model pioneered by Parasuraman et al. (1988) measures service quality and identifies the potential gaps within the service organizations. The present study measures expectations and perceptions on service quality in district hospital of Gwalior of Madhya Pradesh, and attempts to diagnose service quality gaps. The results of the study confirmed that the demographic factors and socioeconomic status play a vital role in patients satisfaction towards service quality.