Identification of service quality attributes for healthcare services
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International Journal of Engineering Trends and Technology (IJETT) |  |
| © 2016 by IJETT Journal | ||
| Volume-32 Number-1 |
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| Year of Publication : 2016 | ||
| Authors : Ganesh N Akhade, Dr. S B Jaju, Dr. R.R.Lakhe |
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| DOI : 10.14445/22315381/IJETT-V32P208 |
Citation
Ganesh N Akhade, Dr. S B Jaju, Dr. R.R.Lakhe"Identification of service quality attributes for healthcare services", International Journal of Engineering Trends and Technology (IJETT), V32(1),37-44 February 2016. ISSN:2231-5381. www.ijettjournal.org. published by seventh sense research group
Abstract
The aim of this study is to identify the service quality attributes useful to measure the service quality of healthcare services. Healthcare services are complex in nature. Due to intangible nature of services it is difficult to measure the service quality. In this paper study was conducted to identify the attributes of service quality important to perceive the service quality of healthcare services. Total 67 healthcare service quality attributes were collected out of which 43 from review of literature, 24 attributes through interview with key stakeholder and personal observation by visiting all types of hospitals.
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Keywords
Service quality, Healthcare, Hospitals, survey, Perception.