1.2 OBJECTIVES OF THE STUDY:  To study the Users Perception towards Service Quality in Billroth Hospitals.

 To identify the various service quality dimensions of Billroth Hospitals.  To identify the patients satisfaction level of employees over their response for patients queries.  To test the significance of socio-demographic variables in determining healthcare quality, patient satisfaction.

1.3. Scope of the study:

This study is an attempt to cover the various service quality dimensions of Billroth Hospitals. The effect of service quality on hospitals has been examined in SERVQUAL scale framework. Intangible aspects of service performance have a stronger direct effect on service quality of hospitals than tangible aspects. The hospital administration members should improve the intangible aspects according to the up to date technological requirements of the consumers in order to create a good image and service rendered by the hospitals among the patients. This study uses a dynamic model in determining the quality of hospital and the consumers satisfaction.

1.4. Need for the study:

Service Quality is important for an organization and used for evaluating the quality from the Consumers Perception. This study has been undertaken to know what kind of service quality provided to the consumers. It is a matter of fact that the consumers satisfaction play important role in the competition among private hospitals. Considering that reality this study emphasizes on the consumers satisfaction level in Billroth Hospitals. To find out what consumers thinking about the hospital services, though that it is easy to provide quality service to the consumers as per their requirements and expectations.