Parkway

Group Hotels
Group - 4

M205-20 Ananya Agrawal M274-20 Binny Lakra M245-20 Saloni Jaiswal

M215-20 Biswanath Nanda M225-20 I Juhita M255-20 Srishty Garg
M235-20 Parv Kataria
Table of Contents

01
CASE OVERVIEW
04
ASSURANCE
07
TANGIBLES

02
SERVQUAL
05 08
RESPONSIVENESS
CONSUMER
ATTRIBUTES MARKETER

03
RELIABILITY
06
EMPATHY
09
THANK
YOU
2
Case Overview

Parkway Group Healthcare was founded in 1987

and has grown internationally, expanding into
newer markets via Joint ventures.

They provide top quality medical services in top

locations and aim to make a difference in people’s
lives through high level of patient care.

Parkway’s focus on providing excellent services

with its pre-admission procedure and post-surgical
care. They aim to create a comfortable, homely
environment for patients and keep patients fully
informed of the progress.

3
Servqual Attributes

➔ Providing prompt services as promised and

ensuring
Reliability
1.
Assurance

1.
Responsiveness

1.
Empathy

1.
Tangibles

4
 Reliability
Dependability in handling
customer’s service problems
Parkway hospitals are reliable for any
and every problems patients may face.
They offer speciality clinics in areas
like oncology, neurology, optometry,
fertility etc
Providing services at the promised
time
Patients can walk through the door, avail
assistance or take admissions at any time
of the day, without having any referral or
making advance appointment and still get
guaranteed bed as the admission desk
works around the clock.
Employees have the knowledge to
answer customer’s questions
Parkway Patient Assistance provides a
one-step service for international
patients looking for specialist
expertise, personalised care and cutting
edge technology. PPA staff also
provides advice on estimated costs of
treatments and procedures.
5
 Assurance

Instills Confidence in customers Make customers feel comfortable

To make patients comfortable with the

Parkway’s flagship facility in Singapore is ranked
treatment and procedure being followed, and
as Ninth highest on the Medical Travel & Health
to instill confidence, patients are entitled to
Tourism Quality Alliance list.
request a second opinion from a accredited
The recognition is an assurance for Gleneagles’
doctor.
top quality medical services.

6
Responsiveness

Customized Services Approachability

Provide different types of services Provide their assistance available for all
depending upon the hospitals and taking around the clock and removing the
the service standards into consideration compulsion for booking appointments

This ensures keeping all kinds of customers This ensures that their needs are met with
open to all kinds of services and look after utmost priority leaving no scope for
all their needs casualties
7
Empathy
Understand the needs of the
patients’:
Patient is entitled to request
a second opinion from an
esteemed accredited
doctors, as they believe
every patients’ has the
right to understand their
own health needs.
Keeping customers’
interest at forefront:
The admission desk
operates round the clock
to service patients’ needs.
No need of referral to
proceed to the admissions
desk
8
Tangibles

Visually appealing facilities: Modern Equipments:

Patients’ rooms were fully Provides a one-stop service

equipped with modern amenities
like high speed internet, and video
games for children. Fully air
conditioned rooms with private
bathrooms.
facility. Facilitating
specialised expertise for
different diseases. Provision
of personalized care
services to patients through
cutting-edge technology 9
GAP BETWEEN EXPECTED AND PERCEIVED
SERVICE:
Consumers misperception as an emergency hospital. There is
lead time involvement in calling-in private specialists and
would be detrimental to overall service quality.

GAP BETWEEN SERVICE QUALITY SPECIFICATION

AND SERVICE-DELIVERY: The Hospital service
assurance standards could be intricate and private
specialists might perplex the quality of service and
under-deliver.

GAP BETWEEN MANAGEMENT PERCEPTION AND

SERVICE QUALITY SPECIFICATION: The hospital’s
management might correctly perceive patient’s needs and not
set any standard to it. Thus, a private specialist, attending to
such a patient might not be able to adhere to his/her needs, with
no specification allotted, and a significant gap can arise.

1
0
THANK
YOU!
We are open to questions...

1
1