Strategic action grids: a study in Indian hospitals
Autor(a) principal: | |
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Data de Publicação: | 2014 |
Outros Autores: | , |
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 |
Resumo: | 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. |
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Strategic action grids: a study in Indian hospitalsHospitalsCustomer satisfactionService qualityImportance performance analysisPatients and action gridsPurpose – 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.Emerald Group Publishing2015-07-31T14:01:54Z2014-01-01T00:00:00Z20142015-07-31T14:00:52Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://ciencia.iscte-iul.pt/public/pub/id/20453http://hdl.handle.net/10071/9508eng0952-6862Panchapakesan, P.Lokachari, P. S.Rajendran, C.info:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:24:43Zoai:repositorio.iscte-iul.pt:10071/9508Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:11:14.281346Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Strategic action grids: a study in Indian hospitals |
title |
Strategic action grids: a study in Indian hospitals |
spellingShingle |
Strategic action grids: a study in Indian hospitals Panchapakesan, P. Hospitals Customer satisfaction Service quality Importance performance analysis Patients and action grids |
title_short |
Strategic action grids: a study in Indian hospitals |
title_full |
Strategic action grids: a study in Indian hospitals |
title_fullStr |
Strategic action grids: a study in Indian hospitals |
title_full_unstemmed |
Strategic action grids: a study in Indian hospitals |
title_sort |
Strategic action grids: a study in Indian hospitals |
author |
Panchapakesan, P. |
author_facet |
Panchapakesan, P. Lokachari, P. S. Rajendran, C. |
author_role |
author |
author2 |
Lokachari, P. S. Rajendran, C. |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Panchapakesan, P. Lokachari, P. S. Rajendran, C. |
dc.subject.por.fl_str_mv |
Hospitals Customer satisfaction Service quality Importance performance analysis Patients and action grids |
topic |
Hospitals Customer satisfaction Service quality Importance performance analysis Patients and action grids |
description |
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. |
publishDate |
2014 |
dc.date.none.fl_str_mv |
2014-01-01T00:00:00Z 2014 2015-07-31T14:01:54Z 2015-07-31T14:00:52Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://ciencia.iscte-iul.pt/public/pub/id/20453 http://hdl.handle.net/10071/9508 |
url |
https://ciencia.iscte-iul.pt/public/pub/id/20453 http://hdl.handle.net/10071/9508 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
0952-6862 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/embargoedAccess |
eu_rights_str_mv |
embargoedAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Emerald Group Publishing |
publisher.none.fl_str_mv |
Emerald Group Publishing |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
|
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1799134666393911296 |