Study of Customer Perception on the Service Quality Parameters of Hospitals with Respect to Nagpur Region

Introduction: This research was conducted as a part of the study of impact of Supply Chain and Logistics practices on organisational performance. Better organisational performance contributed to more satisfied customers. There are different attributes that define the satisfaction of customers. Those that are the direct or indirect outcomes of the Supply chain practices of strategic supplier partnership practices, IT adoption etc. is considered for this study. This Paper attempts to study the perception of customers on the quality of services provided by the multispecialty hospitals in Nagpur city. Overall ten parameters were identified as the determinants of the service quality of the hospitals. Research methodology: The population of this study was the customer base of the private multispecialty hospitals of Nagpur City. Sample size was 550 respondents identified through cluster and convenience sampling. It was assumed that customers are neither highly satisfied nor highly dis-satisfied with the service quality offered to them by the hospitals. Chi-Square test for Goodness of Fit was used to test the hypothesis made. Conclusions: Hospitals in Nagpur region are patient centric and give individual attention to its patients. They are called for regular follow-ups.Medicines are readily available in the pharmacy/ medical stores. But the hospitals lag in identifying future expectations of the customers