Service Quality In Indian Hospitals
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| Author | : Sanjay Mohapatra |
| Publisher | : Springer |
| Total Pages | : 109 |
| Release | : 2017-10-18 |
| Genre | : Medical |
| ISBN | : 3319678884 |
This book offers an elaborate and empirical look at service quality of hospitals in the emerging market of India. The poor quality of service is a major issue in a large number of hospitals (particularly in government hospitals), which forces patients to opt for private hospitals that are generally much more expensive than government hospitals. This book provides a comprehensive understanding of service quality antecedents in Indian hospitals. It focuses on patient satisfaction and includes valuable insights and implications for hospital management and government. The book is theoretically grounded in SERVQUAL literature and uses appropriate and sophisticated techniques and tools to analyse data. It highlights causal model development with Structural Equation Modelling (SEM) and introduces a classification model, developed using Artificial Neural Networks (ANNs), in order to benchmark specialty cardiac care. The book also deals with Support Vector Machines (SVMs) and compares the error rates between SVM and ANN to find the best classification technique among the two. Overall, this book is a timely and relevant work that contributes to the theory, practice and policy of service quality in hospitals.
| Author | : Alan Wilson |
| Publisher | : McGraw Hill |
| Total Pages | : 539 |
| Release | : 2020-10-07 |
| Genre | : Business & Economics |
| ISBN | : 1526847817 |
Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
| Author | : Low Sui Pheng |
| Publisher | : Springer |
| Total Pages | : 150 |
| Release | : 2016-05-12 |
| Genre | : Business & Economics |
| ISBN | : 9811009562 |
This book examines the Facilities Management (FM) of hospitals and healthcare facilities, which are among the most complex, costly and challenging kind of buildings to manage. It presents and evaluates the FM service quality standards in Singapore’s hospitals from the patient’s perspective, and provides recommendations on how to successfully improve FM service quality and achieve higher patient satisfaction. The book also features valuable supplementary materials, including a checklist of 32 key factors for successful facilities management and another checklist of 24 service attributes for hospitals to achieve desirable service quality in connection with facilities management. The book adopts a unique approach of combining service quality and quality theory to provide a more holistic view of how FM service quality can be achieved in hospitals. It also integrates three instruments, namely the SERVQUAL model, the Kano model and the QFD model to yield empirical results from surveys for implementation in hospitals. Although the book was written from the perspective of FM service quality for hospitals, the findings and recommendations are also relevant for other non-healthcare sectors where appropriate lessons may also be drawn for FM and service quality in general. It will particularly benefit Quality Managers, Facilities Managers and Hospital Administrators.
| Author | : Dr.A.Antony Selva Priya & Dr.R.Anantha Laxmi |
| Publisher | : Lulu Publication |
| Total Pages | : 184 |
| Release | : 2021-04-28 |
| Genre | : Art |
| ISBN | : 1667146505 |
Health care has become one of India’s largest sectors both in terms of revenue and employment. Health care comprises of hospitals, medical devices, clinical trials, outsourcing, telemedicine, medical tourism, health, insurance and medical equipment. In 2015, the Indian health care sector became the fifth largest employer, both in terms of direct as well as indirect employment, with total direct employment of 4,713,061 people. India is expected to rank amongst the top three healthcare markets in terms of incremental growth by 2020. The Indian health care sector is growing at a brisk pace due to its strengthening coverage, services and increasing expenditure by public as well asprivate players.
| Author | : Ms. Riya Ghosh, Dr Dipamitra |
| Publisher | : Archers & Elevators Publishing House |
| Total Pages | : 81 |
| Release | : |
| Genre | : Antiques & Collectibles |
| ISBN | : 939099666X |
| Author | : Bhaskar Mukherjee |
| Publisher | : Archers & Elevators Publishing House |
| Total Pages | : |
| Release | : |
| Genre | : Antiques & Collectibles |
| ISBN | : 8194988977 |
| Author | : Eto, Hajime |
| Publisher | : IGI Global |
| Total Pages | : 424 |
| Release | : 2015-07-07 |
| Genre | : Business & Economics |
| ISBN | : 1466685786 |
Responding to the dual pressures of globalization and economic downturn, communities across the world formerly driven by agriculture and industry are increasingly turning toward tourism as an economic mainstay. In order for industry leaders to compete with the efforts of competitors and savvy marketers, new business models must be defined which allow for the incorporation of e-tourism tools and expansion into the global marketplace. New Business Opportunities in the Growing E-Tourism Industry offers case studies and research that highlights the impact of globalization on travel and tourism and offers solutions to potential problems. Targeting an audience of researchers and business professionals, this volume brings together a diverse international body of scholars and researchers to provide a holistic perspective of future developments in the e-tourism industry. This volume compiles the research and perspectives of researchers and industry professionals, uniting a variety of topics including medical tourism, traffic-management, route-planning, virtual museums, digital spot-hunting via film-mosaic, and tourism for the elderly and disabled.
| Author | : Chief Editor- Biplab Auddya, Editor- V. Saujanya, Dr.Rudrakumar.M.M, Dr. Kamla dixit, Dr.Y.Aparna, V. Geetha, Mr. Ravindra Anand Sapkale |
| Publisher | : The Hill Publication |
| Total Pages | : 48 |
| Release | : 2024-09-12 |
| Genre | : Antiques & Collectibles |
| ISBN | : 8197785163 |
| Author | : Ghaliya Salah Al Atar |
| Publisher | : Partridge Publishing Singapore |
| Total Pages | : 156 |
| Release | : 2023-09-07 |
| Genre | : Health & Fitness |
| ISBN | : 1543780768 |
Healthcare quality (HQ) became eminent during the COVID-19 crisis. Despite the efforts made by the Ministry of Health in Oman, the country faced several challenges, such as a lack of available funds and patients perceived in a negative manner which hindered their treatment experience. The study examines factors affecting HQ using the SERVQUAL model; patient satisfaction in Omani public hospitals, including healthcare quality, resources availability (RA), and healthcare facility preparedness (HFP); and the moderation effect of the perceived risk of COVID-19 pandemic. This research uses a mixed method with a sample size of 387 patients (quantitatively) selected using probability random sampling of 8 patients (qualitatively) who visited public hospitals The findings from the quantitative analysis reveals that the tangibility and RA had insignificant effect on the HQ. The moderation effect of perceived risk of COVID-19 between HQ, RA, HFP and patient satisfaction was insignificant. The results of the qualitative analysis indicated other factors that affected patient satisfaction, including communication, helpfulness, compassion, physician professionalism, patient-doctor contact, waiting time, atmosphere, and cleanliness. The study proposed a strategy for technical categories that include professional skills, service outcomes and concrete quality aspects, and functional categories. The study has also recommended implications for further investigation.
| Author | : Roland T. Rust |
| Publisher | : Irwin Professional Publishing |
| Total Pages | : 225 |
| Release | : 1994 |
| Genre | : Business & Economics |
| ISBN | : 9781557385475 |
Se analiza la importancia del producto y la calidad del servicio como un éxito de una compañía al mismo tiempo que se valora el costo específico de calidad y su impacto en el negocio. Se precisa que la calidad debe ser contemplada más que como un concepto, un esfuerzo que permitirá obtener beneficios.
