Strategic action grids: a study in Indian hospitals

• Autor(a) principal: Panchapakesan, P.
• Data de Publicação: 2014
• Outros Autores: Lokachari, P. S., Rajendran, C.
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: https://ciencia.iscte-iul.pt/public/pub/id/20453; http://hdl.handle.net/10071/9508
• topic: Hospitals; Customer satisfaction; Service quality; Importance performance analysis; Patients and action grids

Purpose – The purpose of this paper is to provide strategic recommendations to Indian hospital administrators for improving service quality by analysing performance dimensions and the importance attached to them by patients and attendants. Design/methodology/approach – Patient and attendant perceptions were collected using a questionnaire. Findings – Patients and attendants have different perceptions. Different customers have different needs of which providers need to be aware to better serve their consumers. Research limitations/implications – The study captured only 408 patient and attendants’ perceptions – a 32 per cent response rate. Practical implications – Results enable hospital administrators to develop appropriate strategies to improve their structure and function by analysing their strengths and weaknesses regarding their tangible and intangible assets. Originality/value – The study included attendants, specifically in an Indian healthcare context.