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Keywords: Patients
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Journal Articles
The assessment of quality of care in the Indian healthcare industry: the employees’ and patients’ perspectives
Available to Purchase
Benchmarking: An International Journal (2024) 31 (5): 1749–1770.
Published: 14 July 2023
...Karthik Padamata; Rama Devi Vangapandu Purpose The purpose of this study is to capture patients' and employees' perception of quality of care in the Indian private hospitals and to find the possible perceptual gaps between both the groups. Design/methodology/approach Authors have referred...
Journal Articles
Do patients really perceive better quality of service in private hospitals than public hospitals in India?
Available to Purchase
Benchmarking: An International Journal (2019) 26 (2): 590–613.
Published: 17 January 2019
...Swapnarag Swain Purpose The purpose of this paper is to compare perceived service quality of public/government and private medical college hospitals. Design/methodology/approach This study adopts a descriptive, cross-sectional and research design. The research sample includes 340 in patients...
Journal Articles
Service quality and its impact on customer satisfaction in Indian hospitals: Perspectives of patients and their attendants
Available to Purchase
Benchmarking: An International Journal (2010) 17 (6): 807–841.
Published: 26 October 2010
...Panchapakesan Padma; Chandrasekharan Rajendran; Prakash Sai Lokachari Purpose The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze the relationship between SQ and customer...
Journal Articles
A conceptual framework of service quality in healthcare: Perspectives of Indian patients and their attendants
Available to Purchase
Benchmarking: An International Journal (2009) 16 (2): 157–191.
Published: 10 April 2009
...Panchapakesan Padma; Chandrasekharan Rajendran; L. Prakash Sai Purpose The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as “attendants”). Design/methodology/approach...
