Study on analyzing the service quality in the outpatient services at Apollo Hospitals, Vanagaram, Chennai

Abstract

Hospitals are the most important medical and therapeutic institution as it provides medical and hygiene services to the population. The main aim for the hospitals is to give complete healthcare, both curative and preventive, it also helps in giving training to the health workers and bio-social research. Hence it is important to give quality service. It is important to know what customers expect from the services. Service quality has been variously defined as focusing on meeting the needs and requirements, and how well the service delivered matches customers' expectations. Researcher focuses on these services and what the customers expect and what the problems faced by them. The outpatient services are analyzed and the problems or the gaps are identified. A sample size of 130 patients from the outpatient department is selected through simple random sampling method. The primary data is collected through questionnaires. This study helps in bridging the gap and eliminate the problems and complaints from the outpatient department