An Empirical Study Of Service Quality Measurements & Gap Analysis With Special Referenes Of Govt/Charitable Hospitals In Haryana

Hawa Singh


ndia has been able to keep pace with the latest in information technology and its applications in services in the ongoing highly competitive business environment and this change has been particularly visible in the Indian healthcare sector. The professionals in the service sector are increasingly under pressure to demonstrate their services as customer- focused and that continuous performance improvements are being delivered. Thus, it is important to analyze and critically review the services on regular basis to identify and correct gaps between desired levels and actual levels of performances. SERVQUAL model is used as a framework for defining the real meaning of customer satisfaction and Gap analysis has been undertaken to demonstrate the gaps for measuring patients perception-expectation of health care services in Govt/Charitable eye hospitals in India.  Finally, the empirical study concludes that service quality and its evaluation /measurement is a necessary and winning strategy in the health care industry for the new millennium.


SERVQUAL, Perceptions, Expectations, Service, Gaps

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