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Publication date: 3 April 2018

Sadia Samar Ali, Arati Basu and Nilesh Ware

The purpose of this paper is to understand and compare the level of patient’s expectations of healthcare services and their perceived performance. The paper also provides insights…

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Abstract

Purpose

The purpose of this paper is to understand and compare the level of patient’s expectations of healthcare services and their perceived performance. The paper also provides insights into the specific service factors and quality of hospital services which are required to meet the needs of Indian patients.

Design/methodology/approach

A total of 210 exit interviews were conducted using a structured questionnaire addressing the probable factors of quality related to healthcare services in a five-point Likert scale. The survey was conducted among the patients recently discharged and about to be discharged from private hospitals of Delhi and NC. A set of questionnaires is administered to collect responses on expected and perceived service qualities.

Findings

The paper reviews and discusses the importance of service quality for Indian patients using the SERVQUAL gap model as the measure of service quality. The results gave an overview of the perspectives of Indian patients on the quality of service in private hospitals. Patients indicated best satisfaction in some dimensions of services, namely, the tangible dimension of “hospitals provide ample parking spaces,” empathy dimension of “Doctors are never too busy to respond to my request”, assurance dimension of “I can depend on Doctor/Nurse,” and in the responsiveness dimension of “employees always communicate truly” on hospital matters.

Research limitations/implications

The first limitation is in the scope of sample, that is research findings are limited to Delhi. The second limitation is that the research should have been done in two parts, that is by contacting the patient before they take the services and after the service encounter. Third limitation – for a better understanding, the analysis should have been performed on the gap between the patient’s perception and the perception of the medical service provider about the customer’s perception.

Practical implications

This research would be beneficial to healthcare organizations to do their best to achieve greater patient satisfaction. The findings of the paper that, for all dimensions, the patient’s perception is always higher than the expectation suggests that in the Indian healthcare segment, there is a need of dissemination of information regarding the most modern medical facilities.

Originality/value

This current research is concluded with the suitability of a model that can be used to find the levels of patient satisfaction for healthcare services. The present study is based on primary data and offers a systematic procedure that could form the cornerstone for providing further insights into the conceptual and empirical comprehension of patients perceived service quality and its constituents. The current emergency medicine patient’s service dilemmas are a complex interaction of patients and physician factors specifically targeting efficiency and patient satisfaction. The awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medico-legal risk and improve patient care if a tailored management plan is formulated.

Details

Benchmarking: An International Journal, vol. 25 no. 3
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 1 October 1999

Anuradha Basu and Arati Goswami

Analyses the factors influencing South Asian entrepreneurial expansion in Great Britain and the validity of conventional wisdom which attributes its success to cultural factors…

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Abstract

Analyses the factors influencing South Asian entrepreneurial expansion in Great Britain and the validity of conventional wisdom which attributes its success to cultural factors. It suggests that entrepreneurial growth depends positively on educational attainment, personal savings invested at start‐up, hard work in the initial stages, and the delegation of responsibilities to non‐family members. Further analysis indicates that later entrants into business gained relevant prior work experience and focused on serving non‐Asian customers, which may have contributed towards their success. The pursuit of constant product and technological improvement and employee training have also influenced growth. There is strong evidence that entrepreneurs with larger‐sized businesses have developed international linkages and focused on one key business area.

Details

International Journal of Entrepreneurial Behavior & Research, vol. 5 no. 5
Type: Research Article
ISSN: 1355-2554

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