Service Quality in Indian Hospitals Perspectives from an Emerging Market 1st Edition by Ganesh,Punniyamoorthy,Rani Susmitha,Sanjay Mohapatra 9783319678887 3319678884

Chapter 1: Introduction

1.1 Introduction

1.2 Evolution of Hospitals: A Journey from Past to Present

1.2.1 Roman Empire

1.2.2 Medieval Persia and Islam

1.2.3 Medieval Europe

1.2.4 Colonial America

1.2.5 Incredible India

1.2.6 Modern Era

1.3 Types of Hospitals

1.3.1 General Hospitals

1.3.2 Specialty Hospitals

1.3.3 Super Speciality and Multispecialty Hospitals

1.3.4 Teaching Hospitals

1.3.5 Clinics

1.4 Hospital Departments

1.5 Types of Patients

1.6 Public and Private Sectors

1.7 Customer of a Hospital

1.8 Patient Satisfaction Scenario in Modern Hospitals

1.9 Why Cardiac Care?

1.10 Quality Cardiac Care Is the Need of the Hour

1.11 Motivation for the Research

1.12 The Structure of the Book

1.13 Conclusion

Chapter 2: Literature Review

2.1 Introduction

2.2 First Stage: Literature on Demographics

2.3 Second Stage: Literature on SERVQUAL

2.4 Third Stage: Literature on Data Mining Techniques

2.5 Conclusion

Chapter 3: Research Gap, Objectives and Scope

3.1 Introduction

3.2 Research Gaps

3.2.1 Issue 1

3.2.2 Issue 2

3.2.3 Issue 3

3.2.4 Issue 4

3.3 Objectives of the Study

3.4 Scope of the Research

3.5 Conclusion

Chapter 4: Methodology

4.1 Introduction

4.2 Data Collection

4.3 Sampling Design

4.3.1 Sampling Unit

4.3.2 Sampling Frame

4.3.3 Sampling Method

4.3.4 Sample Size

4.3.5 Scale Used in Data Collection

4.4 Research Instrument

4.5 Model Justification

4.6 Objective 1: Demographic and Clinical Variables

4.6.1 ‘Z’ Test

4.7 Objective 2: Developing a Causal Model Using SEM

4.7.1 Test of Significance for Service Quality Factors

4.8 Objective 3: Developing a Classification Model Using ANN

4.9 Objective 4: Developing a Classification Model Using SVM

4.9.1 Validating and Comparing the Classification Models Using Confusion Matrices

4.10 Conclusion

Chapter 5: Analysis of Demographical Indices

5.1 Introduction

5.2 Demographics of Specialty Cardiac Care Hospitals

5.2.1 Age

5.3 Demographics of Multispecialty Cardiac Care Hospitals

5.3.1 Age

5.4 Clinical Quality Variables

5.4.1 Number of Days of Stay

5.4.2 Number of Visits to the Hospital

5.5 Test of Significance for Clinical Quality Variables

5.6 Results and Discussion

5.7 Conclusion

Chapter 6: Developing a Causal Model Using SEM

6.1 Introduction

6.2 Development of Causal Model

6.3 Data for SEM

6.4 Measurement Model

6.4.1 Formulation of Hypobook

6.4.2 Data for Measurement Model

6.4.3 Testing of Hypobook

6.5 Structural Model

6.5.1 Data for Structural Model

6.5.2 Testing of Hypobook

6.6 Prioritization of Dimensions

6.7 Cluster Analysis

6.8 Results and Discussion

6.9 Conclusion

Chapter 7: Developing a Classification Model Using ANN

7.1 Introduction

7.2 Neural Network

7.3 Training and Testing of Model Using Neural Network

7.4 Significance of Weights

7.5 Comparative Study on Significance of Satisfaction

7.6 Validation of the Model

7.7 Results

7.8 Conclusion

Chapter 8: Developing a Classification Model Using SVM

8.1 Introduction

8.2 Support Vector Machine

8.3 Data

8.4 Validation of the Classification Models

8.5 Comparison of ANN and SVM Using Confusion Matrices

Chapter 9: Summary and Conclusion

9.1 Discussions

9.1.1 Summary and Conclusion

9.2 Conclusion

9.3 Limitations and Future Scope of Study