Empirical Investigation on Patients Perception About Service Quality of Corporate Hospitals in Coimbatore, Tirupur and Erode Districts- Tamilnadu

Abstract

Like the other service organizations; healthcare sector has also become a highly competitive and rapidly growing service industry around the world. The biggest challenge faced by healthcare markets is to define and measure the service quality. Changing customer demands, increased expectations for superior quality of products or services and the global competition has created a competitive environment among different industrial sectors. Quality has become an icon for customers while selecting a service or product and at the same time organizations are making efforts for providing quality products or services as per customers ’ needs and wants. The patients ’ expectations are derived from their perception of the ideal care standards or their previous experiences in the use of services. Different study results show that meeting the patients’ expectations is related to his/her high satisfaction from the related services, in the same way as unmet expectations relate to dissatisfaction. After delivering the services, service providers also must monitor how well the customers ’ expectations have been met