Measuring Service Quality as Customer Satisfaction through the lens of SERVQUAL

Abstract

Introduction: Healthcare sector as service provider offers numerous opportunities of development for both human and economy. In globally competitive market, well-being in socio-economic development context is still a high concern.

Objectives: The aim of this paper is to find out the service quality gap in the form of customer satisfaction by using the service quality measurement scale ‘SERVQUAL’ in healthcare sector specially in Apollo Hospitals of Assam. The study is descriptive in nature.

Methods: Data were collected from 200 respondents (sample size) through self-administered questionnaire by following SERVQUAL scale. Collected data were analysed using statistical technique like mean score.

Results: The result highlight that customers are satisfied with all four service quality dimensions except tangible for inpatient customers and responsiveness with out-patient customers. The study also highlights that the gap is very much minimal in nature as the gap with mean score is very less.

Conclusions: The value in the form of contribution is that this study is highlighting the gap in service quality between expectation and perceived in context of Apollo hospitals of Assam.