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A COMPARATIVE STUDY OF SERVICE QUALITY IN GOVERNMENT AND PRIVATE MULTISPECIALTY HOSPITALS OF INDORE

Dr. Maneesh Kant Arya Ms. Nikita Purandare

Abstract


The ever changing customer demands, increased expectations for superior quality of products or services and the global competition has created a competitive environment among different industrial sectors. Quality has become the prominent factor for customers while selecting a service or product at the same time organizations are making efforts for providing quality products or services as per customers’ needs and wants. Quality has been considered as a strategic advantage for the organizations to gain success and to sustain in the business world. Quality has become a key determinant in both industrial and service sector to gain maximum return on investments and also significantly contributed in reduction of cost. Service organizations like the manufacturing organizations are now well aware about the facts that they need to take preventive quality measures to gain customer satisfaction and retention. Service Quality or in short ServQual is a method of assessing service standard of Organization with the help of 5 defined parameters.

Key Words: Quality, ServQual, Customer standards,


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References


Journal on Service quality of Health sector by S.M Irfam &A. Ijaz.

Research Methodology: Methods and Techniques – C.R Kothari.


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