International Business Management
ISSN: OnlineISSN: Print 1993-5250
191
Views
8
Downloads
Abstract
For the overall development of a nation, the healthcare sector plays an important role as a healthy human resource indicates the prosperity of a nation. Therefore, every player in the healthcare sector needs to provide optimum levels of quality to their customers in order to remain ahead from the competitors. But achieving that desired ultimate position in today’s scenario is not an easy task for the healthcare service providers as it requires recognition, suppression and removal of many hindrances present in the way towards the top. Quality in the hospital setting has multidimensional meanings as well as can be accessed and understood through numerous parameters that are identified as prime concerns for effective and proactive interventions. Many studies have been conducted in the last couple of decades regarding this interesting yet challenging field of health care and almost everyone has unanimously voted for the customer/patient’s satisfaction as the most important parameter for judging the service quality of a hospital which directly affects its expansion and growth programs. Research findings of majority of the studies have demonstrated that more the customers become satisfied with the hospital, more is the affirmative recommendation expected from them. Quality in service processes determines the benefits for the customers and commercial success for the providers. The term service quality has a broader definition as well as application and it depends upon the school of thought from where it has been originated. Some define it as the combination of technical quality and functional quality where technical quality stands for what is offered and functional quality stands for how it is offered. It may also be defined as the difference in customer perception and their expectations before and after availing a product or service.
How to cite this article:
T. Jeyarajasekar and M. Amal. Customers View on Healthcare Quality Management Practices in Multi‐Speciality Hospitals with Reference to Madurai District, Tamil Nadu, India.
DOI: https://doi.org/10.36478/10.59218/makibm.2022.1.9
URL: https://www.makhillpublications.co/view-article/1993-5250/10.59218/makibm.2022.1.9