Amaravathi, M (2016) Assessing Servqual in Primary Health Care Centres (PHC): With Special Reference to the City of Coimbatore. International Journal of Pharmaceutical Sciences Review and Research, 38 (1): 9. pp. 51-57. ISSN 0976 – 044X

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Abstract

The aim of this paper is to present a framework that can be used to identify the expectations of the general public with regard to Primary Health Care (PHC) services, taking into consideration the SERVQUAL dimensions. In addition, this research paper suggests new directions for further developmental actions by the Government to improvise the service and to make the general public comfortable while availing the services and derive satisfaction. The frame work is developed based on past theories and various
reviews on PHC and SERVQUAL. The data are gathered through a survey of a sample of 80 respondents, who avail the services of PHC in the city of Coimbatore, Tamil Nadu. The service expectations and related factors/dimensions have been studied here considering the SERVQUAL Dimension. To test reliability of the questionnaire Cronbach’s Alpha test was conducted and the score was .77. The findings were largely consistent with three important factors. Apart from the main analysis, the overall analysis reveals that general public have been pushed to seek medical treatments in private concerns as they are good in Customer Relationship
Management and possess hygienic ambiance which is never seen in a PHC. The Government has to take appropriate steps to
improvise upon technology and provide high end medical equipments in order to compete with the private players. The general public must be encouraged to make use of the services of PHCs and the doctors must be motivated to have a friendly approach towards the patients and also maintain a conducive environment without any discrimination for the service seekers. SERVQUAL can be improved by giving considerable attention to the above factors. The results of this study in measuring the SERVQUAL in PHC is an original research work done by the researchers and the results of this study will contribute towards the development of PHCs if implemented.

Item Type: Article
Uncontrolled Keywords: SERVQUAL, Primary Health Care, Patient satisfaction, CRM, Technology usage
Divisions: PSG College of Arts and Science > Department of Management Sciences
Depositing User: Users 1 not found.
Date Deposited: 20 Dec 2021 07:10
Last Modified: 20 Dec 2021 08:25
URI: http://ir.psgcas.ac.in/id/eprint/191

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