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Table of Contents
Introduction 1
Objectives 4
Bibliography 6
Introduction
1
The service sector is one of the fastest growing area in the todays world
economy. People employed by service producing industries (or activities) is
far more than the ones employed by goods producing ones. There is no
doubt that in this kind of scenario the quality of service given and customer
satisfaction become one of the critical strategic issues for both the public as
well as the private sector organisations. The quality of both technical and
functional is becoming the key ingredient for the success of these public
and private organisations. Private sector provides high quality products and
better services to secure the satisfaction and loyalty of their customers for
surviving in long term. On the other hand, due to the absence of this
pressure of survival, the public sector organisations and those operating
under the local government, find it hard to improve customer service.
But these surveys for getting insight into customer satisfaction and service
quality can be very expensive in public sector. Also these surveys are
prone to focus on the perception of the service delivery i.e. what does the
customer thinks about the quality of service delivered rather than giving
them the opportunity to express about their expectations about service
quality they sought to receive. It is possible that such surveys might reflect
those service features which are regarded important by authorities of that
organisation and they might not coincide with the priorities of the customer
views.
2
developed in 1985 by Parasuraman et al and subsequently refined as a
general methodology for measuring service quality can be the appropriate
mechanism for use in public sector organisations. The SERVQUAL model
measures five dimensions of service quality :-
One of the public sector which could gain highly in improving their quality of
service from the customer feedback is the healthcare sector. Healthcare
quality can be improved by measuring the levels of satisfaction of patients ,
and by discovering what matters to them before, during and after their visit
to any hospital. Patients, in general, receive various services of medical
care and judge the quality of services delivered to them.
3
Objectives
To achieve the main objective of this study, we would measure the service
quality, and patients expectations and perceptions using SERVQUAL
dimensions. We planned to measure this gap by designing a questionnaire
using the SERVQUAL dimensions to meet our survey objectives.
4
Also, some demographics data related to patients would be collected which
would include their age, sex, number of visit, waiting time for the service
etc. For developing the questionnaire, previously done studies in health
care feedback systems and SERVQUAL model would be referred.
For developing the web application, we would use the JAVA language.
Angularjs would be for creating the web interface of the application and
MYSQL database would be used for storing the data. Intellij IDE (integrated
development environment) would be used for writing the code.
The SERVQUAL approach assesses the size of each gap of the five
dimensions that are mentioned in the model and their resulting impact on
the imbalance between customers expectations and experiences. The
implications of this approach will be evident. A standard customer feedback
might focus on attitudes of services currently being provided and would
suffer from the drawbacks which we have mentioned earlier. As a
consequence, management may embark on inappropriate courses of
action and initiatives. Analysis of gap between perception and patient
expectations would help in rightly prioritizing the policies, allocating the
funds properly to needed resources and taking right corrective actions.
5
Also legal consequences of negligence are high. If a patient or his relatives
are themselves to speak on the attitude of hospitals towards their patients
,it gives motivation to everyone right from ward boys to nurses to doctor to
show their best conduct and make best use of their medical knowledge and
pay perfect attention to each one of their patients.
Bibliography
6
Performance Analysis (IPA) in population department, Tomohon
City." International Journal of Computer Applications 70.19 (2013).