Measurement of Service Quality in a Healthcare Organization of Indore

Hospitals are increasingly realizing the need to focus on service quality as a measure to improve their competitive position in today's highly competitive environment. The aim of the study to evaluate the service quality of hospitals from the customers' perspective and comparing public and private hospitals. Defining and measuring quality in healthcare industry has always been a challenge and SERVQUAL tool has proved to be an effective way in measuring and analyzing the gap between customers’ expectations and their perception of the health care services they receive. Opinion of 50 patients in XYZ hospital was taken to find out the service quality perceived by them and the research methodology consisted of a detailed questionnaire containing 22 SERVQUAL TOOLS. The result of this study is expected to give more knowledge as to how a hospital or any healthcare delivery organization can use them as a building block to evaluate, design and improve a service.