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Author: Sunil D'Souza Publisher: ISBN: Category : Languages : en Pages :
Book Description
In today's highly competitive environment, health care organizations are increasingly realizing the need to focus on service quality as a measure to improve their competitive position. While there has been a plethora of conceptual and empirical research regarding the many complexities involved in services marketing, few endeavours have been directed towards integrating the customer's assessment into models to improve overall service quality. This article examines service quality through a case study of a health care organization in Mangalore, Karnataka, India with a tertiary health provision. The population consisted of patients aged 18-65 years and 45 patients were considered through a purposive sampling technique. The study basically started off using the grounded theory for patient of service quality and this exploration was enabled to formulate a hypothesis; to test the specific hypothesis, the descriptive approach was used. The grounded theory indentified service quality dimensions through open coding, axial coding and selective coding. The analysis was done for the assessment of overall service quality by 'doctors' quality of care,' 'nursing quality of care' and 'operative quality of care' and the proportion of statistically significant variance. The service quality in which operative quality of care yielded 79 per cent; doctor quality of care yielded 45.6 per cent; and nursing quality of care yielded 63.8 per cent of explanatory power.The results also indicated there is need to improve doctors' care in the case of this organization. Service attributes related to this dimension requires management attention to improve the doctors' care of quality. The article concludes by highlighting the dearth in services marketing research for service quality measurement through patient perspective in health care organizations.
Author: Sunil D'Souza Publisher: ISBN: Category : Languages : en Pages :
Book Description
In today's highly competitive environment, health care organizations are increasingly realizing the need to focus on service quality as a measure to improve their competitive position. While there has been a plethora of conceptual and empirical research regarding the many complexities involved in services marketing, few endeavours have been directed towards integrating the customer's assessment into models to improve overall service quality. This article examines service quality through a case study of a health care organization in Mangalore, Karnataka, India with a tertiary health provision. The population consisted of patients aged 18-65 years and 45 patients were considered through a purposive sampling technique. The study basically started off using the grounded theory for patient of service quality and this exploration was enabled to formulate a hypothesis; to test the specific hypothesis, the descriptive approach was used. The grounded theory indentified service quality dimensions through open coding, axial coding and selective coding. The analysis was done for the assessment of overall service quality by 'doctors' quality of care,' 'nursing quality of care' and 'operative quality of care' and the proportion of statistically significant variance. The service quality in which operative quality of care yielded 79 per cent; doctor quality of care yielded 45.6 per cent; and nursing quality of care yielded 63.8 per cent of explanatory power.The results also indicated there is need to improve doctors' care in the case of this organization. Service attributes related to this dimension requires management attention to improve the doctors' care of quality. The article concludes by highlighting the dearth in services marketing research for service quality measurement through patient perspective in health care organizations.
Author: Tim Ebner Publisher: GRIN Verlag ISBN: 3656371482 Category : Business & Economics Languages : en Pages : 31
Book Description
Seminar paper from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, grade: 2,3, University of Münster (Junior Professorship for Marketing), language: English, abstract: Service Quality is a field of marketing, which stimulated numerous scholars to do theoretical and empirical research on. The SERVQUAL concept first was amongst concepts like The Nordic Model by Grönroos (1984) and The Three-Component Model by Rust and Oliver (1994) and SERVPERF by Cronin and Taylor (1992). After there has been a major debate which role expectations should play for service quality, which primary dimensions should be used to conceptualize and measure it and how service quality has to be integrated in existing marketing theory, newer approaches concentrate either on the depth of these dimensions, further optimization of the integration of service quality into marketing theory or specific factors which might play a role on distinct settings. In a multilevel approach, primary dimensions can be understood as direct antecedents of service quality. Subdimensions are antecedents of the primary dimensions of service quality. This paper deals with the issue, how customer perceived service quality (CPSQ) is supposed to be conceptualized and measured. In order to do this, the first section begins simply with several ideas that came up in literature what factors might influence service quality and how it can be defined. Then the paper illustrates why generality of theories is useful in Marketing Research and how it can be achieved. Moreover, an adequate framework to justify or reject particular concepts and measurements of service quality is provided. In the third section, the paper continues with the introduction of concepts and measurements of service quality. Attention is given to broader approaches as well as specific approaches of service quality. The paper combines these approaches in the fourth section with the help of the diagnostic framework provided before in order to achieve a concept of CPSQ with an optimal degree of generality. Thereafter the paper closes with a conclusion that gives a résumé on the results of this work.
Author: Hartini Ahmad Publisher: UUM Press ISBN: 9670474647 Category : Business & Economics Languages : en Pages : 96
Book Description
This book is written to guide readers on every aspect of customer satisfaction based on a contextualised approach and to assist in improving the service quality. It is intended as a reference in measuring customer satisfaction in a more holistic way, not only in healthcare sector but also in banking, tourism and hospitality sectors. This book provides readers with a guide on how to develop an instrument to measure customer satisfaction in different service sectors. Readers will understand how important customer-oriented is to increase customer satisfaction which subsequently helps to minimise the operation costs for organisation to sustain. This book is also suitable as a reference to private hospitals’ policy makers, managers, decision makers and strategic planners on how best to utilise the proposed model in enhancing their customer satisfaction and loyalty.
Author: Supraja Kottamasu Publisher: ISBN: Category : Languages : en Pages : 0
Book Description
Customer Experience is critical in a service industry. Specifically in healthcare, the measurement of quality becomes challenging, in respect to what and where the quality is to be improved. SERVQUAL as a concept focuses on firm's perception of service quality, where Customer Experience (CX) focuses on customer's perception of quality. Since Healthcare is high on credence, it is difficult to measure Service Quality. The SERVQUAL, Customer Experience Management (CEM), Service Performance mentioned in the research provides the different dimensions of how a customer perceives and what in addition the healthcare need to reach the expectations apart from the core service.
Author: Lewlyn L. R. Rodrigues Publisher: Anchor Academic Publishing (aap_verlag) ISBN: 3954895528 Category : Business & Economics Languages : en Pages : 81
Book Description
This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: ‘Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?’ This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the “research bent of mind” to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the [...]
Author: Kenneth D. Bahn Publisher: Springer ISBN: 3319170465 Category : Business & Economics Languages : en Pages : 556
Book Description
This volume includes the full proceedings from the 1988 Academy of Marketing Science (AMS) Annual Conference held in Montreal, Canada. It provides a variety of quality research in the fields of marketing theory and practice in areas such as consumer behaviour, marketing management, marketing education, and international marketing, among others. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Author: Patrick J. Shelton Publisher: Jones & Bartlett Learning ISBN: 9780834210745 Category : Organizational change Languages : en Pages : 548
Book Description
Measuring and Improving Patient Satisfaction provides a detailed "how-to" approach to establishing an effective patient satisfaction measurement program. The reader learns how to measure patient satisfaction and act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and implementing a patient satisfaction measurement program for the Med-Partners Friendly Hills Health Network in Southern California.
Author: Dr.A.Antony Selva Priya & Dr.R.Anantha Laxmi Publisher: Lulu Publication ISBN: 1667146505 Category : Art Languages : en Pages : 184
Book Description
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: Sunil D'Souza
Author: Sunil D'Souza
Author: Tim Ebner
Author: 
Author: Hartini Ahmad 
Author: Bhaskar Mukherjee
Author: Supraja Kottamasu
Author: Lewlyn L. R. Rodrigues
Author: Kenneth D. Bahn
Author: Patrick J. Shelton
Author: Dr.A.Antony Selva Priya & Dr.R.Anantha Laxmi