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Service Quality in Indian Hospitals

Perspectives from an Emerging Market

  • Sanjay Mohapatra
  • K. Ganesh
  • M. Punniyamoorthy
  • Rani Susmitha

Part of the Advances in Theory and Practice of Emerging Markets book series (ATPEM)

Table of contents

  1. Front Matter
    Pages i-xvi
  2. Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha
    Pages 1-12
  3. Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha
    Pages 13-20
  4. Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha
    Pages 21-24
  5. Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha
    Pages 25-33
  6. Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha
    Pages 35-40
  7. Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha
    Pages 41-52
  8. Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha
    Pages 53-61
  9. Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha
    Pages 63-66
  10. Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha
    Pages 67-71
  11. Back Matter
    Pages 73-106

About this book

Introduction

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.

Keywords

Emerging Markets Hospital Services Quality Cardiac Care Hospitals Structural Equational Modelling Artificial Neural Network Support Vector Machines Radial Basis Function India

Authors and affiliations

  • Sanjay Mohapatra
    • 1
  • K. Ganesh
    • 2
  • M. Punniyamoorthy
    • 3
  • Rani Susmitha
    • 4
  1. 1.Xavier Institute of ManagementBhubaneswarIndia
  2. 2.SCM Center of CompetenceMcKinsey & Company, Inc.ChennaiIndia
  3. 3.Department of Management StudiesNational Institute of TechnologyTiruchirappalliIndia
  4. 4.Department of Management StudiesNational Institute of TechnologyTiruchirappalliIndia

Bibliographic information

  • DOI https://doi.org/10.1007/978-3-319-67888-7
  • Copyright Information Springer International Publishing AG 2018
  • Publisher Name Springer, Cham
  • eBook Packages Business and Management
  • Print ISBN 978-3-319-67887-0
  • Online ISBN 978-3-319-67888-7
  • Series Print ISSN 2522-5006
  • Series Online ISSN 2522-5014
  • Buy this book on publisher's site
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