Analysis of Patients’ Expectation in Hospitals Using Servqual Approach

Abstract

Day by day new hospitals is started by many private sectors and emergence of new public hospitals. The success of running the hospital, need to analysis the expectation of the general public. In this, questions are framed based on the government hospitals service and what more is needed. Here, the service quality of private and public hospitals are systematically analyzed in the southern part of Tamilnadu namely Dindigul, Madurai, Theni and Thirunelveli using the Servqual approach. The patients' expectation is measured by analyzing the satisfaction and retention of their behavioural intentions using a Servqual approach by measuring t-test and p-test.