Service quality has become a major concern for both the hospitals and the patients. The increase in competition coupled with the increased patients' perception of service quality makes it difficult for hospitals to provide services that meet patient satisfaction. Recognition of the importance of service quality is the need of the hour in order to provide better services to the patients. The objectives of the present study are to identify the critical factors of inpatient service quality in a hospital and to develop the HospitalQual theoretical model to measure inpatient service quality. The present study was explorative and descriptive in its nature. An empirical study was conducted in a public hospital located in Hyderabad, India. The data was collected through a self administered questionnaire from 246 in-patients with a purposive sampling technique. The statistical techniques such as factor analysis and the multiple regression were used in the data analysis. The study has identified the factors to measure the inpatient service quality and developed a comprehensive instrument i.e. "HospitalQual" with seven dimensions, namely; medical, nursing, support, administrative services, patient safety, communication and hospital infrastructure. In addition, the supportive services are found to be the most important factor to predict the overall inpatient service quality, followed by nursing services, administrative services, medical services, patient communication patient safety and hospital infrastructure. The application of HospitalQual would help to identify the gaps in each of the dimensions over a period of time and enable hospital administrators to monitor, control and improve the inpatient service quality in a hospital.

The main objective of this study is to present a framework developed for assisting Railways to monitor and control the quality of services provided to passengers. The study evaluated the passenger Rail Service quality of Indian Railways by developing SQM (Service Quality Management) model on the basis of SERVQUAL and Rail Transport quality. Three new dimensions (Service Product, Social Responsibility and service delivery) are added to the original five SERVQUAL dimensions (i.e. assurance, empathy, reliability, responsiveness and tangibles). The instrument is tested for reliability and validity. Empirical study was conducted at Secunderabad Railway station of South Central Railway, India, using a purposive sample of 200 respondents. Valid responses from the questionnaire are statistically analyzed by using factor analysis. This research has also identified the order of importance for these eight factors, for example service delivery and social responsibility are identified as the most important and the least important factors respectively. This study would help the Railways to monitor, control and improve the service.

Purpose The purpose of this paper is to ascertain the antecedents of student satisfaction and tests the interrelationships between student satisfaction, motivation and loyalty. Design/methodology/approach The study used survey research design and collected valid sample 738 from the three oldest public universities in the state of Andhra Pradesh, India. Findings The study extracted four antecedents: academic facilities, administration services, support services and campus infrastructure. The results established that student motivation serves as a mediation role between satisfaction and loyalty and also proved a direct effect of student satisfaction on student loyalty. Research limitations/implications The study focuses on student satisfaction and motivation, as these two constructs are the most important inputs in the creation of student loyalty. Student satisfaction and motivation have been found to be critical inputs for the development of student loyalty. Practical implications This research helps the management in acquiring a better understanding of the relationship between student satisfaction, motivation and loyalty, to exercise better strategies to improve its own performance and ultimately to well understand student priorities. Social implications The Indian higher education institutions are facing enormous issues related to quality in education. Changes in the requirements of higher education and related services as well as intense competition have necessitated higher performance levels in the realm of Indian higher education (universities). The key issues examined in the course of the authors research along with the findings can help in achieving such levels. Originality/value The present research contribute to the existing field of knowledge by providing support for the contention that student satisfaction is a key influencing factor in the creation of student loyalty and in the development of the mediation role of motivation between student satisfaction and loyalty.

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