A Review on Healthcare Service Quality Dimensions

Abstract

Today's competitive market environment service quality has become one of the important criteria for successful business. Without better service quality in service sector one cannot survive in highly aware customer. Highly competitive market in the healthcare industry and awareness of the stakeholders of healthcare service sector has caused increasing pressure on service provider to provide services with higher quality. India has one of the fastest growing economy as compared to other developing country. Today it is a need of hour to identify the determinants of service quality in healthcare sector so that policy makers can focus on these areas to improve the service quality. The objective of this paper is to critically review the various research papers based on service quality of healthcare sector in various countries, applicability and limitation of these studies in Indian healthcare sector and identify the issues for future research on service quality of Indian healthcare sector based on critical analysis of the literature. The review of service quality of healthcare literature revealed that the service quality has affected by number of factors which are needed to focus for improvement of service quality. These factor are depends on the type of service sector, need, type of respondent, socio - demographic background of stakeholder, culture and belief. After the reviews of service quality of healthcare sector literature, it is observed that there is an urgent need to identify the determinants of service quality of health care sector and to develop the service quality model in Indian context.