Assessment of SERVQUAL Model in Hospitals Located in Tier II Cities of India

Abstract

Service quality, being an assessment of services offered to a customer or the extent to which the services offered meets customers’ expectations, plays a significant role in healthcare industry. Patients pay hefty prices for the services they avail from specialty hospitals and they demand quality services. Hospitals have a larger challenge in delivering these services effectively to the patients. The current study helps us understand the role of information systems in service delivery process. Most of the hospitals have adopted healthcare information systems due to the benefit it provides. The study attempts to analyze the impact of information systems on service quality in the hospitals which are located in Tier II cities. The popular SERVQUAL model is adopted for this purpose. Patients who visit the hospitals were part of the respondent group. Gap score is found in order to observe the expected and actual experience of the patients based on five dimensions.

Keywords: SERVQUAL model, information systems in healthcare, Tier II cities, gap score, service quality