Assessment of Customers’ Service Expectations and Perceptions in GEM Hospital : Gaps Model

The hospital services market symbolizes one of the most important segments of the Indian healthcare industry and is projected to be worth US$ 81.2 billion by 2015. In India's healthcare industry, the private sector has emerged as a vibrant force, gaining both national and international repute. The Health Care Industry in Coimbatore has witnessed a tremendous growth in the last decade. GEM hospital, Asia's first exclusive gastroenterology and advanced laparoscopic surgery center situated in Coimbatore is providing world class laparoscopic treatment to the patients from various parts of India such as Mumbai, Ahmedabad, Calcutta, Bangalore, etc and abroad. Nowadays, Customers have become more and more aware of their requirements and are demanding higher standards of services.The perceptions and expectations of customers are continually evolving, making it difficult for the service providers to measure and manage service effectively.However, it is important to understand how sensitive the customers are to various service attributes or dimensions. Allocating resources in the fashion that is consistent with customer priorities can enhance the effectiveness in the service operations. This study aims to assess the exceptions and perceptions of customers regarding the quality of service offered by GEM Hospital, Coimbatore