A Review of the Perception of Healthcare Quality among Patients and Employees Mathew Bijo1, Narayanan Raja1,*, Mittal Amit1 1Chitkara Business School, Chitkara University, Punjab, India *Corresponding Author: Raja Narayanan, Chitkara Business School, Chitkara University, Punjab, India Phone: 8870900537, Email: raja.narayanan@chitkara.edu.in
Online published on 13 November, 2019. Abstract As the healthcare is a service industry, patients come to hospital to avail various healthcare services while searching for quality within the services they avail. The term service is any activity or benefit that one party can offer to another that is essentially intangible and does not result in ownership of anything. Due to its intangibility and heterogeneity, healthcare quality requires a multidimensional definition which encompasses various stakeholder needs and expectation. This study reviews existing models in healthcare services and attempts add new relevant dimensions which may be proven empirically. Top Keywords Healthcare, service quality, perception of patients, satisfaction. Top |