Service quality performance measurement management in corporate hospitals using analytical hierarchy process

A. Mohamed Riyazh Khan, P.N. Prasad and Sw. Rajamanoharane

International Journal of Manufacturing Technology and Management, 2012, vol. 26, issue 1/2/3/4, 196-212

Abstract: Services are very valuable things for the customers. Service quality means, to deliver the intangible things from the provider (organisation) to the receiver (customer). Corporate hospitals' services are very much valuable for the patients and its nature is intangible. The nature of hospitals is to give the proper treatment for the human life. Measurement of service quality in corporate hospital is the difficult task for the researchers. In this paper, researcher has selected five corporate hospitals from Tamil Nadu, India to assess the service quality of the corporate hospitals. Service qualities that influence the corporate hospitals have been discussed in this research work. The factors that affect the service quality of the hospital have been fit into the five dimensions (reliability, assurance, tangible, empathy and responsiveness) of SERVQUAL model (Parasuraman et al., 1988). In this study, researcher has applied the analytical hierarchy process (AHP) tool to know and give the ranking towards the best service quality offered by the above mentioned corporate hospitals. After getting the AHP result, researcher gave the ranking for the corporate hospitals.

Keywords: SERVQUAL; corporate hospitals; analytical hierarchy process; AHP; service quality; customer satisfaction; consumer satisfaction; performance management; performance measurement; healthcare management; hosptial services; reliability; assurance; tangibles; empathy; responsiveness. (search for similar items in EconPapers)
Date: 2012
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