The Study Of Perception Gap Towards Qualty Services Between Hospital Employees And Patients: A Sustainability Perspective --With Special Reference To Govt. Hospitals In Vsp City.
DOI:
https://doi.org/10.69980/ac451e83Keywords:
Sustainable Service Innovation, Inclusive Healthcare Systems, Social Value Creation, SERVQUAL, Patient Satisfaction, Public Sector SustainabilityAbstract
This study observes gaps in service quality (SQ) and patient satisfaction in the government hospitals of Visakhapatnam, India, through the SERVQUAL model. The study also explains these gaps in the light of sustainable service innovation with the aim of determining the institutional improvement priorities within the public healthcare systems. A survey was conducted on 300 respondents with patients, doctors, nurses and administrative staff being the sample population. A questionnaire that was structured around the five dimension of SERVQUAL namely, Empathy, Responsiveness, Assurance, Reliability and Tangibility, was used. The analysis of data was done via SPSS in form of descriptive statistics, correlation analysis and gap analysis. The findings indicate that there are highly negative discrepancies in all dimensions of SQ with the patient expectations being higher than the perceptions. The greatest gap was observed in responsiveness whereas the strongest positive correlation with patient satisfaction was observed in Assurance. The level of expectation-perception gaps had a negative relationship with the level of fulfillment, which proved the importance of SQ in the performance of institutions. The results indicate that gaps in SQ may serve as sustainable and inclusive institutional innovation in governmental health services where populations with lower incomes are served. Long-term sustainability and trust in the institution can be reinforced by improving the competence of staff, efficiency of processes, and responsiveness of the institution. SERVQUAL is a strategic diagnostic tool because it can help government hospitals to implement reforms driven by innovation, enhance the efficiency of its operations, and foster inclusive and sustainable healthcare provision.
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