SERVICE QUALITY ASSESSMENT OF GOVERNMENT HOSPITALS IN URBAN AREAS OF CHHATTISGARH – WITH SPECIAL REFERENCE TO STUDY OF FIVE DISTRICT OF CHHATTISGARH

Description

“Service Quality Assessment of Government Hospitals in Urban Areas of Chhattisgarh: A Study of Five Districts” is a comprehensive academic work that critically examines the quality of healthcare services provided by government hospitals in urban regions of Chhattisgarh. The book focuses on five selected districts and evaluates the effectiveness, accessibility, and patient satisfaction levels within public healthcare institutions.
In the context of India’s evolving healthcare system, service quality has emerged as a crucial determinant of patient trust, utilization, and overall health outcomes. Government hospitals, being the backbone of affordable healthcare, cater primarily to economically weaker sections. However, challenges such as overcrowding, limited resources, infrastructure gaps, and administrative inefficiencies often impact the quality of services delivered. Research indicates that while public hospitals perform well in technical aspects of care, they often lag in functional aspects like responsiveness and patient interaction .
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This book adopts a systematic research approach using both primary and secondary data. It employs established service quality models such as SERVQUAL and the Donabedian Model to analyze key dimensions including reliability, responsiveness, assurance, empathy, and tangibility. The study incorporates patient feedback, staff perspectives, and institutional performance indicators to provide a multidimensional understanding of healthcare service delivery.