CUSTOMER SATISFACTION TOWARDS HOSPITALS A STUDY ON SELECTED HOSPITALS AT SHIVAMOGGA CITY

Authors

  • Anand M B PESITM,Shivamogga
  • G. M. Sudharshan
  • S. R. Nagaraja

Abstract

CUSTOMER SATISFACTION TOWARDS HOSPITALS

A STUDY ON SELECTED HOSPITALS AT SHIVAMOGGA CITY

The opening of Indian economy since 1991 has given a new dimension to the economic structure of the country. The service sector is contributing more than 50% to the GDP. In service sector the contribution of healthcare sector towards GDP is significant.  India will spend a huge          Rs 200,000 crore on healthcare in the next five years as the country witnessing changes in its demographic profile accompanied with lifestyle diseases and increasing medical expenses. Nearly 80 per cent of the required investment is coming from the private sector. The government spending on healthcare is around 0.9 per cent of the total GDP, which limits the extent and effectiveness of the coverage it can provide. Private healthcare will continue to be the largest component in 2012 and is likely to double to    Rs 156,000 crore.  Therefore the study focuses on services provided by private hospitals.

 

 

Author Biography

Anand M B, PESITM,Shivamogga

Asst.Professor

PESITM

Shivamogga

Karnataka

References

Aurora S and Malhotra M (1997) Customer satisfaction: A comparative analysis of the satisfaction level of customer of public and private sector banksâ€. Decision24: 109-30.

Boulding W, Kalra A, Stalin R and Zeithaml VA (1993) A dynamic process model of service quality: from expectations to behavioral intentionsâ€. Journal of Marketing 30:7- 27.

Garbarino E and Johnson M S (1999) The different roles of satisfaction, trust and commitment in customer relationshipsâ€. Journal of Marketing 63: 70-87

Gustafsson W, Johnson M D and Roos I (2005) The effects of customer satisfaction, relationship, commitment, customer retentionâ€. Journal of Marketing 69: 210-215

Vernoer P C (2003) Understanding the effect of customer relationship management efforts on customer retention and customer share developmentâ€. Journal of marketing 67: 30-45.

Sharma R D and Chahal H (1999) A study of patient satisfaction in outdoor services of private health care facilitiesâ€. Vika lp a24: 69-76

Sharma R D and Chahal H (2003) Patient satisfaction in government outpatient services in Indiaâ€.Decision30: 109-28.

Zeithamal Valarie A, Mary Jo Bitner, Dwayne D Gremler & Ajay Pandit Services Marketing†by Mc Graw-Hill Publishing company Limited, 4th Edition, New Delhi.

Published

01-04-2013

How to Cite

B, A. M., Sudharshan, G. M., & Nagaraja, S. R. (2013). CUSTOMER SATISFACTION TOWARDS HOSPITALS A STUDY ON SELECTED HOSPITALS AT SHIVAMOGGA CITY. Innovare Journal of Business Management, 1(1), 15–18. Retrieved from https://innovareacademics.in/journals/index.php/ijbm/article/view/190

Issue

Section

Articles