Earticle

초록

영어

Hospital service quality is the variation between the patient’s perceptions about the services delivered by a healthcare organization and their expectations about healthcare organizations delivering such services. Patient perspective is the ultimate indicator of healthcare service quality as it enables them to judge the performance of the services provided by the hospital. A huge gap exists between the quality of the healthcare services provided by the hospitals in rural and urban areas. The quantitative study was conducted to understand the perceptional differences in the service quality between the urban and rural hospitals. It was a survey that documented the patient perspective of hospital service quality by measuring various dimensions like healthcare delivery, facilities, financial access to care, diagnostic aspects of care, health personnel conduct and drug availability. The sample consisted of 115 residents, chosen based on convenience, from urban and rural areas. The responses were analyzed using SPSS 20 software. From the findings, it was inferred that there are perceptional differences in the service quality between rural and urban hospitals. Further, perceptional differences exist in the facilities provided between the rural and urban hospitals. Financial and physical access to care widely differ between rural and urban hospitals. Overall, the perception of service quality is higher in the urban hospitals than in the rural hospitals. Thus, study provides insights to the hospital administrators and the managers in enhancing the quality of services, based on the perceptions and needs of the patients.

목차

Abstract
I. INTRODUCTION
A. Need for the study
B. Scope of the study
C. Objectives
D. Hypothesis
E. Limitations of the study
II. REVIEW OF LITERATURE
A. Service quality
B. Hospital service quality in rural and urban areas
III. RESEARCH METHODOLOGY
A. Sources of data
B. Measurement scale
C. Sampling design
D. Tools used for the data analysis
E. Reliability of the scale
IV. DATA ANALYSIS AND INTERPRETATION
A. Demographic profile
B. Testing of hypothesis
V. FINDINGS
VI. CONCLUSION
VII. MANAGERIAL IMPLICATIONS
REFERENCES
ANNEXURE

키워드

저자

• Naeema Mohammed [ School of Management, Manipal Academy of Higher Education, Manipal, 576104, India ] Corresponding author
• Navin Kumar [ School of Management, Manipal Academy of Higher Education, Manipal, 576104, India ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  IJEMR

• 간기

  계간

• pISSN

  2546-1583

• 수록기간

  2017~2022

• 십진분류

  KDC 327 DDC 332