Description

This book focuses on the measurement of factors that influence the quality of service systems, healthcare services in particular.Evaluation of quality in a healthcare organization is a multi-level effort. Developing a measuring instrument is an important step in assessing an organisation s service quality. Many of the earlier studies neglected significant impacts of issues because of the existence of governmental institutions. Models from past studies are confined in their capability and applicability to analyse service process to private healthcare institutions. Even though the various literatures provide the insight into evaluation and performance of a healthcare organization, an integrated quality model has not been addressed into. It is critical to measure healthcare service quality because of increased competition and become more market-oriented. In this scenario, this book endeavours to explore the research issues of service quality and its measurement with a specific reference to the healthcare sector in a developing economy.This research work assumes greater significance especially in the global context to adopt comprehensive approach in healthcare services.