A Paradox of service quality in Healthcare: An Empirical Study in the city of Coimbatore
Abstract
Health care is a human right. According to World health organization every citizen of a country should be able to gain access to quality health care when required. The industry in India has grown leaps and bounds over the last two decades and is on the growth trajectory ever since. the most interesting aspect of health care is though the services offered to the people are termed ‘services’ and are intangible, that outcomes of the ‘services’ are very tangible and measurable too. in this context the researchers intend to find out the paradoxical nature of health care services with special reference to the city of Coimbatore in Tamil Nadu, India, as the city has been forefront of health care economics of the state. The paper tries to analyze and find out the service quality determinants applicable in health care and also the paradox that exists within, along with customer satisfaction on service quality. The research has been carried out with statistical package for social sciences with descriptive tools and regression model. The findings of the study that customers feel that Intangible factors are more important than tangible elements.
Authors
Brighton Anbu, Dr P Vikkraman