Service quality in Indian hospitals : perspectives from an emerging market / Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha.
Mohapatra, Sanjay, author.; Ganesh, K., author.; Punniyamoorthy, M., author.; Susmitha, Rani, author.
2018
RA981.A35
Available Online

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Title Service quality in Indian hospitals : perspectives from an emerging market / Sanjay Mohapatra, K. Ganesh, M. Punniyamoorthy, Rani Susmitha.
Author Mohapatra, Sanjay, author.
ISBN 9783319678887 (electronic book)
3319678884 (electronic book)
9783319678870
DOI https://doi.org/10.1007/978-3-319-67888-7
Published Cham, Switzerland : Springer, [2018]
Copyright ©2018
Language English
Description 1 online resource.
Item Number 10.1007/978-3-319-67888-7 doi
Call Number RA981.A35
Dewey Decimal Classification 362.1108997021
Summary This book offers an elaborate and empirical look at service quality of hospitals in the emerging market of India. The poor quality of service is a major issue in a large number of hospitals (particularly in government hospitals), which forces patients to opt for private hospitals that are generally much more expensive than government hospitals. This book provides a comprehensive understanding of service quality antecedents in Indian hospitals. It focuses on patient satisfaction and includes valuable insights and implications for hospital management and government. The book is theoretically grounded in SERVQUAL literature and uses appropriate and sophisticated techniques and tools to analyse data. It highlights causal model development with Structural Equation Modelling (SEM) and introduces a classification model, developed using Artificial Neural Networks (ANNs), in order to benchmark specialty cardiac care. The book also deals with Support Vector Machines (SVMs) and compares the error rates between SVM and ANN to find the best classification technique among the two. Overall, this book is a timely and relevant work that contributes to the theory, practice and policy of service quality in hospitals.
Bibliography, etc. Note Includes bibliographical references and index.
Access Note Access limited to authorized users.
Digital File Characteristics text file PDF
Source of Description Online resource; title from PDF title page (viewed October 30, 2017).
Added Author Ganesh, K., author.
Punniyamoorthy, M., author.
Susmitha, Rani, author.
Series Advances in theory and practice of emerging markets.
Available in Other Form Print version: 9783319678870
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Chapter 1. Introduction
Chapter 2. Literature Review
Chapter 3. Research Gap, Objectives and Scope
Chapter 4. Methodology
Chapter 5. Analysis of Demographic Indices
Chapter 6. Developing a Causal Model using SEM
Chapter 7. Developing A Classification Model using ANN
Chapter 8. Developing a Classification Model using SVM
Chapter 9. Summary and Conclusion.

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