Now showing 1 - 4 of 4
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    Patient-perceived dimensions of total quality service in healthcare
    (19-09-2008)
    Duggirala, Mayuri
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    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.
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    Publication
    Management's perception of total quality service in the banking sector of a developing economy – a critical analysis
    (01-07-2002)
    Sureshchandar, G. S.
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    Anantharaman, R. N.
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    There is considerable lack of literature with respect to service industry management, especially in the banking industry of developing economies. Attempts to bridge this gap. Critically examines the banking industry in a developing nation – India. Investigates the discrepancies among the various groups of banks in India with respect to the total quality service (TQS) dimensions (from the perspective of the management). The results indicate that the three groups of banks in India seem to vary significantly. Identifies the dimensions that contribute most to discriminating between the groups. Also computes and analyses the total quality service indices with respect to the 12 dimensions for the three groups of banks and for the banking industry as a whole and in order to ascertain the level of TQS implementation in the Indian banking scene. Offers key insights on the criticality of the different TQS dimensions with respect to the banking sector in developing economies. © 2002, MCB UP Limited
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    Publication
    Provider-perceived dimensions of total quality management in healthcare
    (13-11-2008)
    Duggirala, Mayuri
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    Anantharaman, R. N.
    Purpose - The purpose of this paper is to highlight key dimensions of provider-perceived total quality management (TQM) in the healthcare sector in India. Further, the impact of the dimensions of provider perceived TQM on hospital performance 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 medical professionals. 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 provider-perceived TQM on hospital performance. Findings - Findings highlight 14 distinct dimensions of provider-perceived TQM and the relationships among them. Positive and significant relationships among the dimensions and hospital performance have been found. Research limitations/implications - Contribution to research on healthcare quality by the development of a comprehensive instrument of provider-perceived healthcare quality. Practical implications - This instrument would enable hospitals to examine the quality of care being delivered by them to the patients. Hospital administrators and medical professionals could use this feedback to assess hospital performance, and benchmark their performance against that of other competitive hospitals. Originality/value - Comprehensive instrument of provider-perceived healthcare quality © Emerald Group Publishing Limited.
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    Publication
    Customer perceptions of service quality in the banking sector of a developing economy: A critical analysis
    (01-10-2003)
    Sureshchandar, G. S.
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    Anantharaman, R. N.
    Focusses on investigating the critical factors of customer perceived service quality in banks of a developing economy – India. Compares and contrasts the three groups of banks in India with respect to the service quality factors from the perspective of the customers. There seems to be a great amount of variation with respect to the level of service quality offered by the three groups of banks. Identifies the factors that discriminate the three groups of banks. Customers in developing economies seem to keep the “technological factors” of services such as core service and systematization of the service delivery as the yardstick in differentiating good and bad service while the “human factors” seem to play a lesser role in discriminating the three groups of banks. The service quality indices with respect to the three groups and the Indian banking industry as whole, offer interesting information on the level of service quality delivered by banks in India. © 2003, MCB UP Limited