Service Quality in Indian Hospitals: Perspectives from an Emerging Market

✍ Scribed by Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha

Publisher: Springer International Publishing
Year: 2018
Tongue: English
Leaves: 109
Series: Advances in Theory and Practice of Emerging Markets
Edition: 1
Category: Library

No coin nor oath required. For personal study only.

✦ Synopsis

This book offers an elaborate and empirical look at service quality of hospitals in the emerging market of India. The poor quality of service is a major issue in a large number of hospitals (particularly in government hospitals), which forces patients to opt for private hospitals that are generally much more expensive than government hospitals. This book provides a comprehensive understanding of service quality antecedents in Indian hospitals. It focuses on patient satisfaction and includes valuable insights and implications for hospital management and government. The book is theoretically grounded in SERVQUAL literature and uses appropriate and sophisticated techniques and tools to analyse data. It highlights causal model development with Structural Equation Modelling (SEM) and introduces a classification model, developed using Artificial Neural Networks (ANNs), in order to benchmark specialty cardiac care. The book also deals with Support Vector Machines (SVMs) and compares the error rates between SVM and ANN to find the best classification technique among the two. Overall, this book is a timely and relevant work that contributes to the theory, practice and policy of service quality in hospitals.

✦ Table of Contents

Front Matter ....Pages i-xvi
Introduction (Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha)....Pages 1-12
Literature Review (Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha)....Pages 13-20
Research Gap, Objectives and Scope (Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha)....Pages 21-24
Methodology (Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha)....Pages 25-33
Analysis of Demographical Indices (Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha)....Pages 35-40
Developing a Causal Model Using SEM (Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha)....Pages 41-52
Developing a Classification Model Using ANN (Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha)....Pages 53-61
Developing a Classification Model Using SVM (Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha)....Pages 63-66
Summary and Conclusion (Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha)....Pages 67-71
Back Matter ....Pages 73-106

✦ Subjects

Health Care Management

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