Options
C Rajendran
Loading...
Preferred name
C Rajendran
Official Name
C Rajendran
Alternative Name
Rahendran, Chandrasekharan
Rajendran, C.
Rajendran, Chandrasekharan S.
Chandrasekharan, Rajendran
Rajendran, Chandrasekharan
Main Affiliation
Email
ORCID
Scopus Author ID
Google Scholar ID
2 results
Now showing 1 - 2 of 2
- PublicationPatient-perceived dimensions of total quality service in healthcare(19-09-2008)
;Duggirala, Mayuri; Anantharaman, R. N.Purpose - This research paper aims to identify dimensions of patient-perceived total quality service (TQS) in the healthcare sector. Further, the impact of the dimensions of patient-perceived TQS on patient satisfaction is examined. Design/methodology/approach - A questionnaire has been developed based on an extensive literature review of research in service quality and based on responses of the pilot survey among patients recently discharged from hospital. The instrument thus developed has been examined for its psychometric properties using tests of reliability and validity. Multiple regression analysis has been used to examine the impact of the dimensions of patient-perceived quality on patient satisfaction. Findings - Findings highlight seven distinct dimensions of patient-perceived TQS and the relationships among them. Positive and significant relationships among the dimensions and patient satisfaction have been found. Research limitations/implications - Contribution to research on healthcare services by the development of a comprehensive instrument of patient-perceived healthcare quality. Practical implications - This instrument would enable patients to provide feedback to hospitals regarding the quality of healthcare received by them. Hospitals could use this feedback to analyze their performance, gauge patient satisfaction and benchmark their performance against competitive hospitals. Originality/value - This paper illustrates a comprehensive instrument of patient-perceived healthcare quality. © Emerald Group Publishing Limited. - PublicationThe relationship between service quality and customer satisfaction – a factor specific approach(01-07-2002)
;Sureshchandar, G. S.; Anantharaman, R. N.The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction (especially in the way the two constructs have been operationalized) is still shrouded with uncertainty. Many researchers have operationalized customer satisfaction by using a single item scale and many others have used multiple item scales. The present study adopts a different approach and views customer satisfaction as a multi dimensional construct just as service quality, but argues that customer satisfaction should be operationalized along the same factors (and the corresponding items) on which service quality is operationalized. Based on this approach, the link between service quality and customer satisfaction has been investigated. The results have indicated that the two constructs are indeed independent but are closely related, implying that an increase in one is likely to lead to an increase in another. © 2002, MCB UP Limited