Relationship between Customer Orientation and Nursing and Support Services Dimension of Service Quality in Multispecialty Hospitals

Periodic Research (P: ISSN No. 2231-0045 RNI No. UPBIL/2012/55438 VOL.-7, ISSUE-4, May-2019 E: ISSN No. 2349-9435)

 Abstract



 Ajay Kumar Dogra

 Research Scholar, University Business School, Punjab University, Chandigarh.

Suresh Kumar Chadha 

Professor, University Business School, Punjab University, Chandigarh.

Sanjeev Kumar Sharma

 Professor, UIAMS, Punjab University, Chandigarh. 

It is important to separate and consider both technical and human aspects in order to develop a global view of quality of care. Another aspect is the level of customer expectation in terms of health care responsiveness. Positive health care outcomes, such as life expectancy are growing, which contributes to a constant increase in customers’ expectations. Customer orientation helps the hospitals to focus on needs and demands of patients, so it is important for managers to ensure a customer oriented environment at work place. Purpose of the present study is to find out relationship between the customer orientation and service quality dimensions of nursing and supporting services. From the data collected from 10 hospitals and 500 respondents, it was revealed that there is a strong positive correlation between the customer orientation and nursing and supporting services dimensions of service quality.

for full paper please visit below link :

http://socialresearchfoundation.com/upoadreserchpapers/2/275/1906240555071st%20ajay%20kumar%20dogra.pdf


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