FINAL YEAR PROJECT

ON
CMMH

DONE BY RAGHU L
 PROJECT TITLE
MEASURING SERVICE QUALITY
IN
HOSPITAL
 OBJECTIVES
To study the level of patient satisfaction

To study the different factors affecting patient satisfaction.

To identify the areas which need improvement so that the quality

of service can be enhanced.

To suggest measures for improvement of services leading to

better patient satisfaction.

 Review of Literature
Crosby defined Quality as constancy with
fixed stipulation and this agrees with Karim's
definition, who defined Quality as everything
that accords with the features of the product
to convene the external customers needs.
Kotler, defined service as 'any behavior based
on a contact between the provider and the
receiver, and the core of this mutual process
in intangible.
Grnroos (1984) and Parasuraman (1985)
looks at perceived quality of service as the
difference between customers expectation
and their perceptions of the actual service
received.
Kuo recognized seven factors that influence
customer satisfaction: price, service content ,
convenience, equipment, procedure and
corporate image staff.
Huang also defined five factors used to
appraise customer satisfaction: service, staff,
product, overall performance of products, and
closeness to expectation
A. Parasuram, Valarie A. Zeithmal, Leonard L.Berry
(1988)[8] in the article SERVQUAL: A multiple item
scale for measuring consumer perception of service
quality described the development of 22- item
instrument ( called SERVQUAL) for assessing
customer perceptions of service quality in service
and retailing organization.
Simon S.K. Lam (1997)[13] , in the article
SERVQUAL: A tool for measuring patients opinions of
hospital service quality in Hong Kong demonstrated
the use of SERVQUAL for measuring patients
percepyions of health care quality in Hong Kong.
 CONCEPT OF MEASURING SERVICE
QUALITY
Measuring service quality is a challenge because
customer satisfaction is determined by many intangible
factors.
service quality contains many psychological features
(e.g., the ambiance of a restaurant).
In addition, service quality often extends beyond the
immediate encounter because, as in the case of health
care, it has an impact on a persons future quality of life.
The multiple dimensions of service quality are captured
in the SERVQUAL instrument, which is an effective tool
for surveying customer satisfaction that is based on the
service quality gap model.
Different methods subsist for formative the
patients expectations and the way they are
met.
1. SERVQUAL
2. WALK-THROUGH AUDIT

.However, the SERVQUAL model, developed

by Parasuraman , is one of the best and most
used models for evaluating customer
expectations and perceptions of the service
quality.