Assessment of Quality of Healthcare Services in Select Hospitals: A Servqual Approach

Abstract

The pursuit of quality healthcare has been the subject of all organizations may it be the government the nongovernmental and the private bodies that have concerns for health for all There are many approaches to designing and delivering quality of services to the people Servqual approach a seminal work of parasuraman et al 1985 has been well received universally But many studies with modified methodologies were conducted in divergent service setups One such setup is healthcare organizations This study attempts to assess quality of services in public and private hospitals in the twin cities of Hyderabad and Secunderabad which are known as Health capitals of India due to the extensive healthcare facilities available Results reveal that both type of hospitals have gaps in the quality of services as expected and perceived by the patients Implications have been drawn for closing the gaps in the services