Abstract
Customer relationship management is important for any service industry as a satisfied customer is likely to remain loyal, spread publicity thereby ensuring profits to the organizations. Healthcare is an important and fast-growing service industry in which patient is the customer and maintaining good relationship with them is highly profitable. Good customer relationship comes from an understanding of patients’ expectations and what factors lead to patient satisfaction. WHO in its report in 2000 introduced the Concept-Responsiveness, which deals with ‘meeting the universal, legitimate expectations of the patients. This study identifies factors related to patients’ expectations, satisfaction and hence good customer relations in Indian health system. Structural equation modelling was used to measure the influence of the factors suggested. The results show significant influence of patient’s expectations on customer relationship.
Highlights
The service sector is probably the fastest growing sector
The public sector is controlled by the government and it mainly consists of primary healthcare centres (PHCs)
The study findings proved that higher proportion of public health expenditure (PPHE) was coupled with a higher probability of ‘very good’ responsiveness for each domain among the poorest individuals
Summary
The service sector is probably the fastest growing sector. The impact of the service industry on the economy of a country is huge. Healthcare and Hospitals which are organizations directly serving the patients are an important part of the service industry. The sector includes hospitals, clinics, laboratories, diagnostic centres, telemedicine, outsourcing, medical equipment, and devices. The healthcare delivery system has two main categories- public and private. The public sector is controlled by the government and it mainly consists of primary healthcare centres (PHCs). There are very few secondary and tertiary care hospitals in the public sector. The private sector provides most of the secondary, tertiary and quart nary care. Both the public, as well as the private sector, are growing at a brisk pace and providing good services to the patient
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