Author : Omar Al Serhan
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (13 download)
Book Synopsis An Assessment of Service Quality in Private Health Care Sector in Sri Lanka by : Omar Al Serhan
Download or read book An Assessment of Service Quality in Private Health Care Sector in Sri Lanka written by Omar Al Serhan and published by . This book was released on 2018 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This study identifies the quality determinants of the private healthcare delivery and the gap between expected and perceived service quality. It will also investigate the relationship between satisfaction and loyalty with customers' perception. Data gathered from 154 patients, 41 management representatives and 46 internal customers including 38 doctors and 08 nurses from 15 private hospitals located in Western Province using a questionnaire survey developed based on SERVQUAL model. Findings suggest that reliability dimensions were the most expected by patients though, assurance dimensions were the most perceived quality dimensions. There were significance gap between expectation and perception while responsive dimensions shown the highest representing lower quality of service while assurance and empathy dimensions have significant relationship with overall customer satisfaction. From the internal customers' point of view, assurance dimensions were the highest service quality gap. Moreover, management values responsiveness as the most expected dimension by indicating differences between patient, management and internal customers expected and perceived service quality. Therefore, hospital administration can use the current findings to develop health care service delivery strategies to enhance patient satisfaction and patient trust.