ISSN: 2349-5162 | Impact Factor: 5.87

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Published in:

Volume 5 Issue 11
November-2018
eISSN: 2349-5162

Unique Identifier

JETIR1811056

Page Number

430-445

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Title

A Comparative Study Between SERVQUAL and SERVPERF Model in Department of Emergency

ISSN

2349-5162

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"A Comparative Study Between SERVQUAL and SERVPERF Model in Department of Emergency", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 11, page no.430-445, November-2018, Available :http://www.jetir.org/papers/JETIR1811056.pdf

Abstract

In this paper we are trying to do a comparative study between the SERVQUAL and SERVPERF model in the department of emergency. Here weighted version of the SERVQUAL and SERVPERF are also taken into consideration. Total 20 hospitals are taken in the study. The 20 hospitals are again divided into three groups- accredited private hospitals, non accredited private hospitals and Government hospitals. from 20 hospitals total 300 patients are selected and from them 288 are taken into consideration as rest of them have given vague answer. A stratified random sampling method is used, and close ended questionnaire is formulated and the questionnaire is following likert scale and it was circulated to the patients. The question is formulated in such a way that the expectation, perception and the importance of each service of the hospitals can be understood. Apart from that a single question of overall satisfaction also included. The factor analysis is conducted and the analysis shows that the SERVPERF is more correlated with the overall satisfaction than the SERVQUAL and the weighted SERVPERF and the SERVQUAL has no significant relation with the overall satisfaction.

Key Words

SERVPERF, SERVQUAL, factor analysis, stratified random sampling, accredited private hospitals, non accredited private hospitals, Government Hospitals,

Cite This Article

"A Comparative Study Between SERVQUAL and SERVPERF Model in Department of Emergency", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 11, page no. pp430-445, November-2018, Available at : http://www.jetir.org/papers/JETIR1811056.pdf

Publication Details

Published Paper ID: JETIR1811056
Registration ID: 191001
Published In: Volume 5 | Issue 11 | Year November-2018
DOI (Digital Object Identifier):
Page No: 430-445
ISSN Number: 2349-5162

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(Volume 5 | Issue 11 | November 2018 |Impact factor 5.87)

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Cite This Article

"A Comparative Study Between SERVQUAL and SERVPERF Model in Department of Emergency", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 11, page no. pp430-445, November-2018, Available at : http://www.jetir.org/papers/JETIR1811056.pdf

Important Dates Related to Publication Procedure:
  • » Paper Submission Till: 29 November 2018.
  • » UGC and ISSN Approved Journal
  • » Review (Acceptance/Rejection) Notification: Within 02-04 Days.
  • » Paper Publish:Within 02-07 Days after submitting the all documents.
  • » Frequency: Monthly (12 issue Annually)
  • » Journal Type : Open Access
  • »Indexing In Google Scholar, ResearcherID Thomson Reuters, Mendeley : reference manager, Academia.edu, arXiv.org, Research Gate, CiteSeerX, DocStoc, ISSUU, Scribd, and many more | High Impact Factor: 5.87 Digital object identifier (DOI) and Hard Copy of certificate Provided.
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Impact factor: 5.87