Quality Evaluation in Health Sector: A Case Study
Journal Title: American journal of Engineering Research - Year 2019, Vol 8, Issue 1
Abstract
In today's competitive market one of the most emerging service industry is health sector. The reputation of health care organization depends on its commitment to quality and patient centered services which are the main criteria for customers for choosing a healthcare service provider. Thus the increasing importance of patient experience in relationship with the various dimensions of healthcare services quality becomes an important domain of study. The Purpose of this study is to identify and evaluate the different factors which effect the patient satisfaction in health care centers or hospitals. In addition, the study have also considered the views of employees of the hospital as a stakeholders of healthcare services. This study has been conducted in KIMS hospital, Bhubaneswar, Odisha, India. Response from patients from different departments are collected and analyzed using gap analysis and neural network. The findings suggest that patient experience was significantly associated with the health care system. Some areas need more attention for continuous improvement of quality in the hospital. Further, in this study, different gap models are tested using neural networks. The result shows that the P-E service model as far as the health service quality is concerned. The gap analysis for employees also suggest some areas that have to be looked into for continuous improvement of health service quality.
Authors and Affiliations
Dr. Mohammed Sadique Khan, Dr. Shaik Dawood Abdul Khadar, Dr. R Karthikeyan
Keywords
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