Quality Dimensions in Health Care Units in selected states of India An exploratory Study using SERVQUAL

Socio-Economic Factors Affecting Member’s Satisfaction towards National Health Insurance: An Evidence from the Philippines

“…The researchers will investigate how service quality and expectations can influence members’ satisfaction through the conceptual framework. Previous studies have indicated that the service quality dimension mostly affects customer satisfaction, and ECT can express users’ expectations and lack of confirmation [ 14 , 39 ].…”

“…The SERVQUAL model utilizes five dimensions: reliability, assurance, tangibles, empathy, and responsiveness [ 13 ]. It has been highly used to measure service quality to understand customer satisfaction [ 14 ]. In addition, service quality can be defined as “conformance to customer specification” [ 15 ].…”

“…The SERVQUAL method was utilized by [ 16 ] to evaluate customer experience to consider not only the point of expectation but the likelihood across the entire distribution of possible outcomes in customer satisfaction and loyalty. The study of Kottala [ 14 ] used SERVQUAL to establish patients’ insight, surpass assumptions while looking for treatment in the private well-being area, and connect quality measurements. Moreover, Sarreal [ 17 ] used the SERVQUAL method to establish clear linkages between customer satisfaction and the quality of their experience at the university.…”