Purpose – The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the … perspectives of patients and their family members/friends (referred to as “attendants”). Design/methodology/approach – Based on the … perspective of patients and attendants, are proposed. Practical implications – This framework enables hospital managers to …

hospitality to patients on par with the hospitality experience offered to hotel guests. A department of hospitality services, a …/guest experience in hospitals and in the hospitality industry. For hospitals, further enhancements can be realized through developing … ideas for refining and customizing the service design and delivery. For both hospitals and hospitality businesses, putting …

Purpose – The purpose of this paper is to assess satisfaction of Generation Y (Gen Y) patients in Malaysia. Design … to patients over a two‐week period during regular semester session. Findings – More than 85 per cent of the respondents … care provided by healthcare organisations. Understanding the needs of a target group of patients can be used for continuous …

Purpose – The purpose of this paper is to develop a scale for measuring perceived service quality for public hospitals … from the user's (patient's) perspective. The objective is to measure perceived service quality of public hospitals. Design … and customers for understanding and generating items for perceived service quality for public hospitals. A survey was then …

satisfaction and loyalty) are measured. Design/methodology/approach – Data were collected from 400 indoor patients of five … North India using stratified sampling. Findings – The study supports both the models for measuring HCSQ. Structural …