Title: Healthcare service quality in private hospitals of India - an empirical assessment from Jammu and Kashmir State

Authors: Shahid Hamid Raina; R.L. Bhat

Addresses: Department of Economics, Central University of Jammu, Jammu, 181143, India ' Department of Economics, Central University of Jammu, Jammu, 181143, India

Abstract: This study evaluates the quality of healthcare services provided by private hospitals in Srinagar City of Jammu and Kashmir State of India from the perspective of inpatients. The study made use of SERVQUAL model to make an empirical assessment of the quality of healthcare services provided to the inpatients and determine the gaps between patient's perceptions and expectations of service quality. The differences between mean perceptions and mean expectations of patients were statistically significant (p < 0.01) for all service quality dimensions except for efficiency dimension, implying that the private hospitals in Srinagar were not meeting the expectations of patients. The overall service quality was found to be −0.70, indicating significant shortfalls in service quality. The study gives some valuable insights into the functional service quality of private hospitals and proposes some managerial interventions for the improvement of overall service quality in the private hospitals of the study area.

Keywords: India; private hospitals; service quality; expectations; perceptions.

DOI: 10.1504/WREMSD.2018.091737

World Review of Entrepreneurship, Management and Sustainable Development, 2018 Vol.14 No.3, pp.406 - 416

Received: 01 Mar 2017
Accepted: 03 Aug 2017

Published online: 14 May 2018 *

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