Vol. 3, Issue 3 (2016)
A study on patients perception towards service quality of private hospitals in Coimbatore city
Author(s): Dr. B. Thangaraj, M.R. Chandrasekar
Abstract: India is one of the most second largest populous country in the world. Although there have been major improvement in public health since 1950s. The country is passing through demographic and environmental transition which is adding to burden of diseases. In today’s highly competitive environment health care centers played on very significant role in current economic environment, and health care centers understand the importance of SERVQUAL as measure to improve their competitive position. Patient’s perceptions about the health care service play on magnificent role in hospital environment when choosing a hospital. In this study, investigate patients perception about service quality in private hospitals has been measured. The well documented Service Quality Dimension has been used as a conceptual framework for understanding Service quality delivery in health care centers. The study reveals there is triple burden of diseases, viz. Communicable, Non- Communicable diseases and emerging infectious diseases and infrastructure and technology facilities. The private health care center is highly rated them into other non private health care centers. The perception of service quality dimension in health care centers has a significant and optimistic impact on the patient’s perception on the overall performance in the health care centers. And the study suggest technology and infrastructure will be a game changer in the manner in which is health care services will be delivered in health care environment. The private sector will be the major driving force behind technology adoption in the healthcare environment this revolution can improve the patient experience and function more professionally.