Service Quality Redefined: Public vs Private Hospitals from the Patients’ Perspectives

The service quality leads to customer satisfaction, therefore both are the inevitable strategic tools for a service firm in order to remain competitive and to sustain in the market. The healthcare firms compete primarily on service quality offered. The given study attempts to examine the various factors which lead to the satisfaction of customers towards the service quality offered by the healthcare firm. The study applies the SERVQUAL model (Parasuraman, 1985)17 for measuring the service quality being offered in private and public-hospitals of Jalandhar (Punjab) India.