Research Journal of Applied Sciences
Year:
2015
Volume:
10
Issue:
4
Page No.
111 - 114
An Analytical Study of Patients Perception on the Service Quality of Indian Hospitals
Authors :
S. Aiswarya
and
P.S. Rajeswari
References
Al-Majali, A.Y. and A. Al-Hashem, 2012. Measuring the quality system of health services from the patients perspective. Far East J. Psychol. Bus., 7: 1-21.
Chakraborty, R. and A. Majumdar, 2011. Measuring consumer satisfaction in health care sector: The applicability of servqual. Int. Refereed Res. J., 2: 149-160.
Crosby, P.B., 1979. Quality is Free: The Art of Making Quality Certain. McGraw Hill, New York, USA., ISBN-139780070145122, Pages: 309.
Garvin, D.A., 1983. Quality on the line. Harvard Bus. Rev., 61: 65-73.
Direct Link | John, J., 2010. Is India ready for an overhaul in Healthcare? Econ. Political Weekly, Vol. 45.
Lewis, B.R. and V.W. Mitchell, 1990. Defining and measuring the quality of customer service. Market. Intell. Plann., 8: 11-17.
Direct Link | Mohammad, A.A.S. and S.Y.M. Alhamadani, 2011. Service quality perspectives and customer satisfaction in commercial banks working in Jordan. Middle Eastern Finance Econ., 14: 60-72.
Parasuraman, A., V.A. Zeithaml and L.L. Berry, 1985. A conceptual model of service quality and its implications for future research. J. Market., 49: 41-50.
CrossRef | Direct Link | Parasuraman, A., V.A. Zeithaml and L.L. Berry, 1988. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J. Retail., 64: 12-40.
Direct Link | Powell, T.C., 1995. Total quality management as competitive advantage: A review and empirical study. Strategic Manage. J., 16: 15-37.
CrossRef | Direct Link | Rahaman, M.M., M. Abdullah and A. Rahman, 2011. Measuring service quality using SERVQUAL model: A study on PCBs (Private Commercial Banks) in Bangladesh. Bus. Manage. Dynamics, 1: 1-11.
Direct Link | Ruyter, K.D. and J. Bloemer, 1995. Integrating service quality and satisfaction: Paying in the neck, or marketing opportunity? J. Consumer Satisfact. Dissatisfact. Complain. Behav., 8: 44-52.
Shabbir, S., H.R. Kaufmann and M. Shehzad, 2010. Service quality, word of mouth and trust: Drivers to achieve patient satisfaction. Scient. Res. Essays, 5: 2457-2462.
Direct Link | Wisniewski, M. and M. Donnelly, 1996. Measuring service quality in the public sector: The potential for SERVQUAL. Total Qual. Manage., 7: 357-366.
CrossRef | Direct Link | Wisniewski, M., 2001. Using SERVQUAL to assess customer satisfaction with public sector services. Manage. Serv. Qual., 11: 380-388.
CrossRef | Direct Link | Zarei, A., M. Arab, A.R. Froushani, A. Rashidian and S.M.G. Tabatabaei, 2012. Service quality of private hospitals: The Iranian patients' perspective. BMC Health Serv. Res., Vol. 12. 10.1186/1472-6963-12-31
Zeithaml, V.A., A. Parasuraman and L.L. Berry, 1985. Problems and strategies in services marketing. J. Market., 49: 33-46.
Direct Link | Zhigunova, M., 2012. Perceived service quality of private hospitals in Thailand: Impact on customer satisfaction, customer loyalty and corporate image. Research Paper, School of Business and Technology of Webster University, Webster Groves, Missouri, October 2012, pp: 1-95.
Zineldin, M., 2006. The quality of health care and patient satisfaction. Int. J. Health Care Qual. Assurance, 19: 60-92.