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Kamra, Vishal
- An Empirical Study on Service Quality Comparison Between Private and Public Hospitals in Delhi-NCR
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Authors
Affiliations
1 Assistant Professor, Amity School of Business, Amity University, Noida, Uttar Pradesh, IN
2 MBA Student, Amity School of Business, Amity University, Noida, Uttar Pradesh, IN
3 Director, Amity School of Business, Amity University, Noida, Uttar Pradesh, IN
1 Assistant Professor, Amity School of Business, Amity University, Noida, Uttar Pradesh, IN
2 MBA Student, Amity School of Business, Amity University, Noida, Uttar Pradesh, IN
3 Director, Amity School of Business, Amity University, Noida, Uttar Pradesh, IN
Source
International Journal of Marketing and Business Communication, Vol 8, No 4 (2019), Pagination: 13-27Abstract
The purpose of this study was to compare the healthcare service quality of private hospitals with public hospitals in Delhi-NCR. The data for the study was collected by means of a questionnaire comprising of 52 statements related to tangibility, reliability, empathy, assurance and responsiveness. Only six tertiary-level health diseases were selected for this study. A sample of 249 respondents completed the questionnaire, 121 from private hospitals in Delhi-NCR and 127 from the public hospitals in Delhi-NCR that were selected randomly from two private and two public hospitals. Factor analysis and independent t-test techniques have been employed to analyze the data. The results obtained indicated that there was a significant difference in healthcare service quality between private hospitals and public hospitals in Delhi-NCR. Tangibility, empathy, responsiveness, reliability and assurance all were better in private hospitals compared to the public hospitals. Tangibility was considered to be the most important factor that helps in determining the difference between private and public hospitals. Proper attention of the government is required to be able to improve the service quality of the public hospitals and the development of more public hospitals so as to maintain the healthcare of the people. Recommendations were made to the administrators and the healthcare providers to improve the healthcare delivery system. To improve the quality of healthcare services and for patient satisfaction, continuous monitoring of patient perception is required.Keywords
Healthcare, India, Patients, Hospitals, Service Quality.
References
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- Impact of Servicescape on Overall Service Quality of Restaurant Services in India
Abstract Views :164 |
PDF Views:1
Authors
Affiliations
1 Business Development Manager, BigBasket, Noida, Uttar Pradesh, IN
2 Assistant Professor, Amity School of Business, Amity University, Noida, Uttar Pradesh, IN
1 Business Development Manager, BigBasket, Noida, Uttar Pradesh, IN
2 Assistant Professor, Amity School of Business, Amity University, Noida, Uttar Pradesh, IN
Source
International Journal on Customer Relations, Vol 8, No 1 (2020), Pagination: 22-34Abstract
Human nature is based on the factors or surroundings in which he lives in like home, office or society. A restaurant is a place where people visit to have food or spend good time with their friends and loved ones or to discuss their daily day to day happenings in their lives. Physical surroundings of the service environment, often referred to as servicescape, was firstly introduced by Bitner in 1992. It highly influenced the consumers’ perceptions towards an organization. The purpose of this study was to examine the role of the various environmental factors at restaurants, and to analyze how the servicescape influences the overall service quality at restaurants. The research approach used was based on surveys (personal interviews and electronic collection) to collect data on facts with regard to the servicescape and overall service quality at restaurants. The collected data was analyzed by means of multiple regression methods in order to obtain factors that can influence overall service quality at restaurants through SPSS. The findings of this paper support Bitner’s (1992) framework of servicescapes. The conducted study indicates that servicescape elements or factors, such as ‘ambient conditions’, ‘staff’, ‘Physical Environment’, and ‘External Environment’, are important in influencing overall service quality in the restaurants. Additionally, especially the ‘Physical Environment’ factor was found to induce the highest level of pleasure and approach behavior. In relation to the restaurants, when customers have favorable emotions, they tend to enjoy the food, spend more money, and probably return to the restaurant the next time.Keywords
Restaurants, Ambient Conditions, Staff, Physical Environment and External Environment, Overall Service Quality, Servicescapes.References
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