Importance-Peformance Analysis in A Selected Multi-speciality Hospital - Patients' Perception

Author: Divya Sharma, Jailaxmi, S.C. Dhamija

Abstract:
An Importance performance analysis (IPA) is the best tool for recognizing the gap between the services provider and perception of the consumer. In this paper, we examine the perception of the patients of a healthcare center having different health care quality service attributes. The result of the analysis manifests a very different perception of the patients against the quality of service attributes of the health care center. The ramifications for research were discussed and recommendations are also mentioned for future researchers. This study exemplify the practicality of the model as a managerial tool, which distinguishes the areas to which marketing resources should allocated in order to ameliorate the quality of health care service providers.

Keywords:Importance Performance Analysis (IPA), Service Quality, Perception, Satisfaction.

DOI:

International Journal of Trade & Commerce (Vol: 6 Issue:2)