SERVQUAL – ANALYSIS FOR

MATERNITY DEPARTMENT OF
JANGIPUR SUPER SPECIALITY
HOSPITAL
Submitted By :
Submitted to: Dr Amit Gupta Vipul Gupta
Priya Patel
Kankana Brahma
Ankit Rakhecha
INTRODUCTION
◦ Maternity Services
• Services provided to women, babies and families - this care extends
through pregnancy, during labour, birth and in the six weeks after birth.
• Services Provided:
 Antenatal services (ANCs)
 Natal Services
 Postnatal services (PNCs)
Jangipur Super Speciality Hospital
• This is a special hospital dedicated to Maternity Services in Jangipur.
◦ It comprises of 250 beds
 DATA PROCESSING & ANALYSIS
• Using OSQ of Expected Data, Box & Whisker Plot was done to get Upper
Service Limit (USL) & Lower Service Limit (LSL)

USL = 6.5, LSL = 3.71

• This shape of box suggests that overall patients have a high level of
agreement with each other.
X-bar, mR-bar & Sigma was calculated

UCL & LCL is calculated

 Limit for Mean:
UCL = X-bar + 2.66 * mRbar
LCL = X-bar - 2.66 * mRbar
  Where, at 3-sigma, N=2, D4=2.66
◦ Analysis:
• 15 points within 1 standard deviation of centre line (above and below CL).
• Test Failed at point: 15
Final Analysis depends Calculating Service Capability Index.
 

• SCI (HL) = ((X-bar-3.5*sigma)-LSL) / (USL-LSL)

• SCI (LL) = (USL-(X-bar+3.5*sigma)) / (USL-LSL)

◦ Analysis:
• Since both the values are negative, hence we can say service is not Satisfactory.
Since all individual dimension SCIs are negative, we take the one
least negative and highest variation and check which question
has least average
◦ EM1 - The Hospitals gives customers individual attention.
◦ EM3 - The Hospitals have employees who give customers personal attention.
◦ EM4 - The Hospitals have their customer’s best interests at heart.
◦ EM5 - The employees of Hospitals understand the specific needs of their
customers

◦ Hence, Empathy has been identified as the dimension which has most GAP
and customers have issues with the attention & their specific needs not getting
addressed
 CONCLUSION & RECOMMENDATIONS

◦ Empathy has been identified as the dimension which has most GAP and
customers have issues with the attention & their specific needs not getting
addressed.
◦ Hospitals should train their staff to become customer oriented and be polite to
them. They should listen to their needs and address them.
◦ The hospitals need to maintain hygiene and make rules for the same to
prevent people from spoiling the premises.
◦ The doctors should be attentive to patient and not only consider on their
private practice.