Service Quality Measurement in Healthcare System: A Study in Haryana

Abstract

Background:Healthcare industry is identified body of the service fabrication which concern quality as a core of medical care. To undertake quality within the healthcare settings is an effortful assignment because of its entanglement nature.Healthcare services have a clearcut spot amid the further services due to high demand and high- risk identity. Healthcare distribution is a steady structure and precarious project. Defiance of zeal and proficient of staff things can and do go wrong. It is gauge that up to half of all episodes may be restorable. One of the cardinal reason for unaspiring performance in healthcare services is supremacy of blameculture. Aims and Objectives:The study measures service quality and patient satisfaction with the objective of providing its details to enable them to escalate service quality and thus progressively refine patient satisfaction. Material and Methods: A cross-sectional survey of hospital’ doctors and patients was carried using a self-administered questionnaire from May, 2019 to June 2016 at Civil Hospitals Sonepat, Rohtak, KarnalandPanipat. Results:The Mean Response of Male Doctors on all the Service Quality Dimensions is 3.8±0.8, thus indicating a pointer towards satisfaction level in the public hospitals and of Female Doctors is 3.6±0.7, thus indicating a pointer towards satisfaction level but less than male doctors in public hospitals. The Mean Response of Male Patients on all the Patient Satisfaction Dimensions is 3.4±1.0, thus indicating a lower level of patient satisfaction in public hospitals and of Female Patients on all the Patient Satisfaction Dimension is 3.41 ±1.1, thus indicating a lower level of patient satisfaction in the public hospitals. A minor lack in the Responsiveness and Communication Dimension is found. Conclusion:The examination matter at last reasons that each element of administration quality has attractive outcomes yet low outcomes are found in the Responsiveness measurement of Service quality which diminishes persistent fulfillment on account of insufficient correspondence.