Role of service quality measurements in in-patients satisfaction in corporate hospitals

A. Mohamed RiyazhKhan and A. Noorul Haq

International Journal of Business Excellence, 2019, vol. 18, issue 3, 410-433

Abstract: Service plays an essential role in an organisation. Service plays a vital role in the healthcare sector, as most elements are intangible in nature. Measurement of service quality in the healthcare sector is difficult for researchers (Daniel and Berinyuy, 2010; Fernando et al., 2011). In this article, researcher discussed service quality factors for the healthcare sector. The researcher fits the new service quality model for the healthcare sector under Parasuraman dimensions (RATER model). The researcher fixed 30 sub-criteria for evaluation of services in hospitals/healthcare and used analytical network process (ANP) for factors which influence service quality in hospitals or healthcare sectors. The researcher next applied analytical hierarchy process (AHP) and preference ranking organisation method for enrichment evaluation (PROMETHEE) tools as corporate hospitals provide the best (ranked) service quality (SERVQUAL) from the public and societal aspects. The researcher chose five corporate healthcare/hospitals in India. This research is vital to future researchers who evaluate the service quality of healthcare/hospitals.

Keywords: service quality; SERVQUAL; analytical hierarchy process; AHP; analytical network process; ANP; preference ranking organisation method for enrichment evaluation; PROMETHEE; healthcare; corporate hospitals and service quality. (search for similar items in EconPapers)
Date: 2019
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