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blood bank within the premises with adequate supply, fixing the operation timings
according to requirement, canteen with hygienic food, providing services like casual
services at the time they promise, pharmacy within the premises with availability of all
the medicines at competitive price, pathology laboratory and or imaging centre within the
premises where all the test are performed at competitive cost, fast and computerized
registration and billing procedures, feeling safe while dealing with hospital as per
medicines are concerned, feeling safe while dealing with hospital as per the cost of
treatment is concerned, keeping the patients informed and listening to them (e.g.
operations details, explaining nutritional needs, pre operative and post operative care),
confidence generating behavior of hospital personnel (convincing briefing by specialist,
doctors, and nurses) and problem solving with sincere interest (registration, calling a
concerned doctor to attend the case etc...).
Key technical characteristics which hospital has to deploy to fulfill overall expectation of
patient and to satisfy them in private multi-specialty hospitals are positive attitude of
doctors and nurses towards patients, patient relationship management, latest modern
equipment and technology, training program for hospital staff, positive behavior of
support staff and latest support technologies and equipments. Based on the present
work, the managerial implications of the study and opportunities for future research were
drawn.
Key Words: Hospital Services Quality, SERVQUAL, Kano Model, Quality Function
Development Model

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