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Customer Service Quality in Healthcare Industry

Rs. 2,000.00

Nowadays, quality is becoming a burden to organizations in order to satisfy their customers. Quality of services is an important factor for the growth, success and persistence of an organization and is becoming an important factor for forecasting the organizations perspective.
In the health sector the importance of health services and their relation with human life, quality assurance and quality promotion have increasingly caught the attention of tax payers having increasing expectations from hospitals and other health providing organizations. Because of the importance of health care services, improving their quality is becoming more and more substantial and the demand for quality control and quality management is increasing.
Quality is a familiar term that is used in many settings. Compatibility between the service and what the customer needs and expects is the most common definition. Quality is achieved when the service meets customers needs and expectations. Any attention to the service, without counting on customers opinion will not improve quality, necessarily. Accordingly, inquiring customers opinion for adapting the services is important.
The quality of health services has two dimensions technical quality and functional quality. The technical quality of health care services is on the bases of the authenticity of identification and management procedures. On the other hand, functional quality is related to non clinical aspects.
Since most of the patients have no knowledge towards the assessment of technical services, the functional quality is used to evaluate the quality of healthcare services. In order to assure that medical procedures are effective not only from the experts viewpoint technical quality but also having the ability to satisfy the functional quality patients expectations must be considered in health system delivery, hence it is essential to evaluate services explicitly and implicitly based on consumers viewpoints. Providing the services according with patients needs and expectation is essential for survival and success of the organization in the competitive environment of the health care market.
The expectations of consumers are related to their previous expectations, attitude and perception towards the competitive markets. Also, after providing services the organization managers must measure the amount of expectations that have been met.

Number of Pages of Project Report: 59
Package Includes: Project Report
Project Format: Document (.doc)

Table of Contents of Project Report:
Review of Literature
Conceptual Framework
Industry Profile
Research Methodology
Objectives of the study
Survey instrument
Limitations of the study
Data Analysis


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