Dinesh Amjeriya
Dr. G. Maheshwari
Dr. Rakesh Kumar Malviya
Abstract
The aim of the study is to analyze and evaluate the patient perception gap using SERVQUAL technique. This study uses twelve attributes between customer expectation and customer perception of government and private hospitals. Data was collected by using questionnaire from 402 patient in government and private hospital and then tested using software SPSS to find the regression analysis and correlate with SERVQUAL attributes. This study also identifies the dependent and independent variables for delivered service and received service quality. The study examines that service quality in health care industry is very complex in nature as compared to other services. The results indicates that the customers’ perceptions did not exceed their expectations, as they were dissatisfied with the level of healthcare services provider rendered by both government and private sector hospitals. The paper find relationship for different variables which tend to describe the techniques of examination of quality of delivery.
Keywords- SERVQUAL, service quality, healthcare industry.