Service quality and performance in the public health-care sector.
The purpose of this article is to evaluate service quality and service performance relationship in the health-care sector using respective developed multidimensional scales. Data were collected from 400 inpatient respondents, using stratified sampling method from five departments, namely general medicine, surgery, pediatrics, orthopedics, gynecology, and ENT of a tertiary hospital (North India). The results confirm significant relationship among subdimensions of physical environment quality and interaction quality (service quality) and four service performance measures, namely waiting time, patient satisfaction, patient loyalty, and image in public hospitals.
Department of Commerce, University of Jammu, Jammu, Jammu and Kashmir, India. chahalhardeep@rediffmail.com
Hardeep
H
Chahal
Neetu
N
Kumari
D006272:Health Facility Environment; D006801:Humans; D007194:India; D007297:Inpatients / Q000523:psychology*; D017063:Outcome Assessment, Health Care; D017060:Patient Satisfaction; D011369:Professional-Patient Relations; D011634:Public Health / Q000592:standards*; D011787:Quality of Health Care; D011795:Surveys and Questionnaires