Perceptual Analysis on Physical Evidence for Service Quality in Hospitals

Abstract

Abstract

Physical evidence is important when consumers have little on which to judge the actual quality of service they will rely on these cues, just as they rely on the cues provided by the people and the service process. Physical evidence cues provide excellent opportunities for the hospital to send consistent and strong messages to the service utilisers. The broad objective for which the research has been undertaken is to investigate and compare the physical evidence in selected super-specialty hospitals and making suitable suggestions on the basis of statistical analysis of perceptions collected from Doctors, Nurses and Administrative Personnel. The collected data is analyzed by applying descriptive and inferential statistical techniques such as Mean and Standard Deviation. The Mean scores are in the range of 2.03 to 2.26 and S.D. in the range of 0.26 to o.47 in APOLLO and CARE respectively, on a 5 point scale indicating physical evidence of the sample hospitals is agreeable to the respondents.