Assessment of service quality in hospital industry.

The journey from Government to Private Hospitals and vice-versa was like discovering the new horizon of service delivery. Seeking services from the hospital of individuals choice based or situation based (when the most near or available hospitals are opted basically in accidental or delivery cases) provides us an opportunity to make ourselves realise the kind of mistake we commit. Here, mistakes means an individual family sometimes do not take the health plan which may be again due to unaffordability or negligence. If the reason is unaffordability, then Government schemes must be opted and if its negligence the n it's time to take a plan. But in spite of above patients or customers aspect, what responsibility does the hospitals are adhering? Ultimately the cost of treatment, the empathy showed by the doctors and the staff, the physical facility, the diagnostic system, equipment, catering, emergency services, reputed doctors, etc. are role players. Any services, if not delivered according to benefit expected, hinders the entire perception of healthcare industry. The hospital industry is basically based on Emotion.

Autorentext

Dr. Preeti Naveen yadav é MBA em RH/marketing, m.com, ugc-net, pgdom, phd em marketing de serviço. ela publicou e apresentou 21 trabalhos de pesquisa em conferências e periódicos de nível nacional/internacional. participou de 10 workshops sobre desenvolvimento de vários aspectos da carreira, ela também trabalhou como instrutora corporativa em associação com o governo.