Welcome to Scribd. Sign in or start your free trial to enjoy unlimited e-books, audiobooks & documents.Find out more
Download
Standard view
Full view
of .
Look up keyword or section
Like this
2Activity

Table Of Contents

Table 2.2 Categorisation and Salient Features of the Service Quality Models
Table 2.3 Evaluation of Service Quality Models
3.2 Development and Refinement of SERVQUAL
Figure 3.1 Customer Assessment of Service Quality Model
3.2.1 Potential Uses and Applications of SERVQUAL
3.3 Dimensions and Statements of SERVQUAL Model
Table 3.1 Dimensions of Service Quality
3.4.1 Dimension Equation
3.8 Use of the Factor Analysis
3.9 Validity and Reliability of SERQUAL
3.10 Measurement of Quality
3.11 The GAPS Model of Service Quality
3.11.1 GAP 1: Not Knowing What Customer Expect
3.11.2 Gap 2: The Wrong Service Quality Standards
Table 3.4 Selected Methods for Understanding Customers’ Expectations
Table 3.5 Conceptual Factors Pertaining to Gap 2
3.11.3 Gap 3: The Service Performance Gap
Table 3.8 Conceptual Factors Pertaining to GAP 3
3.11.4 Gap 4: When Promises do not Match Delivery
Table 3.7 Conceptual Factors Pertaining to Gap 4
3.12 Managing Customers’ Expectations
3.13 The Customers’ Role in Service Delivery
3.14 Studies carried Out by Using Gaps Model
3.15 Critics on SERVQUAL
CHAPTER 4 METHODOLOGY
4.1 Presentation of the Study
Table 4.1 Number of Statements Included in Each Dimensions
4.2 Hypothesis of the Study
4.3 Sampling of Research
4.3.1 Limitation of Sampling Techniques
4.4 Field Study
4.5 Statistical Methods Used in the Research
CHAPTER 5 FINDINGS
5.1 Demographic Analysis
Table 5.1 Demographic Analysis
Table 5.2 General Questions about Health Care Services Taken Recently
5.2 Factor Analysis
Table 5.3 Dimensions of the Instrument
5.3 Findings on Gaps
Table 5.4 Gaps of the Study
5.3.1 Public Hospitals
5.3.1.1 Reliability Gap
5.3.1.2 Assurance Gap
5.3.1.3 Empathy Gap
5.3.1.4 Tangibles Gap
5.1.3.1.5 Responsiveness Gap
5.3.2 Comparison of Public Hospitals
5.3.3 Private Hospitals
Table 5.6 The Expectation, Perception and the Gap of Private Hospitals
5.3.4 Comparison of Private Hospitals
Table 5.7 Comparison of Private Hospitals
Table 5.8 Comparison of Private Hospital’s Gaps with Public Hospitals’ Gaps
5.4 One-Way ANOVA Analysis Results
Table 5.9 Findings of One Way ANOVA Analysis on Public Hospitals
Table 5.10 Findings of One Way ANOVA Analysis on Private Hospitals
Table 5.11 Correlation Analysis Results According to Age
Table 5.12 Correlation Analysis Results According to Education Level
Table 5.13 Correlation Analysis Results According to Income Level
Table 5.14 T-Test Analysis of Gender
0 of .
Results for:
No results containing your search query
P. 1
bhavani mam Service quality gaps

bhavani mam Service quality gaps

Ratings: (0)|Views: 94|Likes:
Published by Mabel Jagdish

More info:

Published by: Mabel Jagdish on Apr 17, 2011
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as PDF, TXT or read online from Scribd
See more
See less

04/17/2011

pdf

text

original

You're Reading a Free Preview
Pages 6 to 88 are not shown in this preview.
You're Reading a Free Preview
Pages 94 to 106 are not shown in this preview.
You're Reading a Free Preview
Pages 112 to 141 are not shown in this preview.
You're Reading a Free Preview
Pages 147 to 179 are not shown in this preview.
You're Reading a Free Preview
Pages 185 to 264 are not shown in this preview.

Activity (2)

You've already reviewed this. Edit your review.
1 thousand reads
1 hundred reads

You're Reading a Free Preview

Download
scribd
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->