Service Quality and its influence on Customer Satisfaction in a Multi-speciality Hospital Sathish A.S.1, Indradevi R.1, Gangineni Sreeram2 1Associate Professor Vit Business School, Vit University, Vellore, Tamil Nadu, India 2Student, Vit Business School, Vit University, Vellore, Tamil Nadu, India Online published on 4 June, 2019. Abstract Objective The objectives of this paper is to assess the quality of services offered by multi-speciality hospital suffice patient satisfaction. Also to bring out the various factors that creates patient satisfaction. Further to evaluate the aspects relating to expectation, perception and satisfaction of the services provided by the hospital. Purpose The purpose of this paper is to examine service quality in multi-speciality hospital in a town where fast mushrooming of private hospitals are at large in South India, India. Specifically, this study examines the five dimensions of SERVQUAL instrumentation (reliability, assurance, tangibles, empathy, and responsiveness) with respect to customer satisfaction of the services offered by the hospital. Acomprehensive service quality measurement scale (SERVQUAL) is empirically evaluated for its potential usefulness in a Multispecialty Hospital. Findings The patients showed positive response on the service quality variables and do have high agreement levels of the dimensions of SERVQUAL. Service quality has emerged as the highest expected aspect by the patients at the hospital. Research limitations The research scope registered only patients experiences, (respondents) and experiences observed at the time of study. Practical Implications The study provides a new understanding of SERVQUAL dimensions in the context of a multi-speciality hospital in a place where these services are provided and offered with a differentiation. Thus provides an understanding of these dimensions and its role in making the organisation stand out among the intense competition and sustain in the long run. Top Keywords Service Quality, Patients, Customer Satisfaction, and multi-speciality hospital. Top |