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An Empirical Study on Integration of Servqual and Kano Model for Measuring Service Quality of Hospitals in Ahmedabad

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  • Nikita Patel

    (Ph. D Research Scholar, GanpatUniversity, Ganpat Vidyanagar, Mehsana–Gozaria Highway, Kherva, Gujarat, India.)

  • NishithKumar H. Bhatt

    (Associate Professor, S. K. School of Business Management, Hemchandracharya North Gujarat University, Patan, Gujarat, India.)

Abstract

To survive in this competitive market and to achieve competitive advantage, hospital should continuously measure and improve their service quality which leads to patient satisfaction. Lot of research has been carried out to measure service quality through SERVQUAL or modified SERVQUAL scale. But Literature has explored that SERVQUAL cannot directly relate performance with satisfaction level because it assumes a linear relationship between customer satisfaction and service attribute performance. But the factors that cause dissatisfaction are different from the factors that cause satisfaction. Kano Model can be used to classify service quality attribute based on satisfaction level. This research paper will emphasis on integration of SERVQUAL and Kano model to measure service quality of Private Multispecialty Hospitals in Ahmedabad, Gujarat to find out the major areas for improvement as per the service quality is concerned. Research has identified high service quality gap for the dimensions reliability, responsiveness, assurance and empathy on the other hand tangibility shown least service quality gap. Service quality gap was observed in Must be service quality attributes that shown that hospitals are lacking in proving basic services too. To satisfy patients, Private Multispecialty Hospitals in Ahmedabad should focus more on improving service quality.

Suggested Citation

  • Nikita Patel & NishithKumar H. Bhatt, 2017. "An Empirical Study on Integration of Servqual and Kano Model for Measuring Service Quality of Hospitals in Ahmedabad," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 8(3), pages 77-95, September.
    • Handle: RePEc:aii:ijcmss:v:08:y:2017:i:3:p:77-95
    DOI: 10.18843/ijcms/v8i3/10
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    References listed on IDEAS

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    1. Kay Chuan Tan & Min Xie & Xiao-Xiang Shen, 1999. "Development Of Innovative Products Using Kano'S Model And Quality Function Deployment," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 3(03), pages 271-286.
    2. Andaleeb, Syed Saad, 2001. "Service quality perceptions and patient satisfaction: a study of hospitals in a developing country," Social Science & Medicine, Elsevier, vol. 52(9), pages 1359-1370, May.
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    1. Chuenyindee, Thanatorn & Ong, Ardvin Kester S. & Ramos, Jon Pauline & Prasetyo, Yogi Tri & Nadlifatin, Reny & Kurata, Yoshiki B. & Sittiwatethanasiri, Thaninrat, 2022. "Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic," Utilities Policy, Elsevier, vol. 75(C).

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