Assessment of Tangibility: A Comparative Study of Predictor of Service Quality in Health Care Industry

  • Shilpa Katira, Rajiv Samuel, Shefali Tiwari


The research work undertaken is aimed at Tangibility, SERVQUAL model measurement, which is viewed as asignificant determinant of analysing service quality in terms of measurement of servicesĀ  by patients of the selected hospitals of Central India. In order to achieve this objective, the data was accumulated from 250 patients visiting selected hospitals, two from public sector and two fromĀ  private sector. The gap analysis was determined between expectations and perception of Tangibility with regard to the Set-up that includes number of Beds and ICUs, well equipped medical facilities, appearance of doctors, nurses and staff and quality of information provided to patients by the hospital employees on the basis of patient responses. The study looks forward towardsdiscussing the prominence of tangibility in government and private hospitals. The study aids in finding out that Tangibility is a prominent aspects of service quality and furthermore it is also seen that the tangible services that the private hospitals offers are more useful as compared to the Public Hospitals. The study backs that public hospitals requires much more upgrading in the services they provide, as in India,majority of people are not in position to afford the charges of a Private Hospital. Therefore, the need to work into developing a Public-Private Partnership Model for improvements is felt more.