Perception of Service Quality in Tertiary care center Hospital in Western Odisha - Through SERVQUAL model

Abstract

This paper emphasizes on finding service quality gaps in a 1006 bedded Government tertiary care
Hospital through SERVQUAL model. A sample size of 287 in patients who have stayed in the Hospital
for treatment for more than 3 days were selected randomly for the study purpose. The main focus was to
find the gaps in expectation and perception of patients regarding service quality of the Hospital. The
scope of this research work focuses on examining and measuring service quality in VSS Institute of
Medical Sciences & Research, Burla the only tertiary care public hospital in Western Odisha through
SERVQUAL methodology. The Major findings of the study were that there is major gap in Reliability
Variable followed by Assurance, Empathy, Responsiveness and Tangibles. The paper reflect that the
management of the Hospital has to improve up on the services offered to the patients so that perception
they receive can be improved.