The aim of this paper was to investigate on the service quality level of health care industry through randomly selected private hospitals in Kerala, India. A service quality gap model with respect to health care industry was devised to get a deep understanding towards various factors that could cause a discrepancy between consumer expectation and perception. Purposive sample of 157 outpatients were selected for the study. The responses were gathered with a 21-item SERVQUAL scale devised on the basis of RATER scale analyzing five dimensions i.e., Reliability, Assurance, Tangibility, Empathy and Responsiveness. It was found that two dimensions namely, Empathy and Responsiveness were the most responsible factors for a cumulative service quality gap in health care industry.
Volume 11 | 03-Special Issue
Pages: 1192-1197