Better healthcare setting for better healthcare service quality: An empirical analysis of Indian consumers’ perspective

Abstract

Purpose

The purpose of this paper is to assess and compare different private healthcare settings based on perceived service quality in Indian context using analytical hierarchy process (AHP). The Indian private healthcare sector has been controlled by three categories of healthcare settings, namely, nursing clinics (NCs), non-corporate hospitals (NCHs) and corporate hospitals (CHs).

Design/methodology/approach

AHP was used to rank order of healthcare setting regarding the service quality dimensions and relative standings of every service provider with respect to its competitors. The authors collected random data from nine private hospitals situated in eastern and southern India. The authors proposed a feasible appraising approach based on AHP to decide the sustainability priority of dimensions like reliability, physical environment, empathy, efficiency, timeliness, transparency, affordability, communication, appropriateness and consistency in the Indian private healthcare industry.

Findings

The result demonstrates that Indian NCHs are performing better on customers’ perceived service quality, followed by CHs and NCs. The comparative performance of healthcare settings is an attempt to establish a performance ranking.

Originality/value

This research assesses dimensions of the service quality that need urgent attention. The results may provide insight to healthcare managers as to how they can improve their service quality in order to match customer expectation and to improve business performance.

Citation

Kondasani, R.K.R., Panda, R.K. and Basu, R. (2019), "Better healthcare setting for better healthcare service quality: An empirical analysis of Indian consumers’ perspective", International Journal of Quality & Reliability Management, Vol. 36 No. 10, pp. 1665-1682. https://doi.org/10.1108/IJQRM-05-2018-0120