Measurement of Sevice Quality of Apollo Using Servqual
Dissertation Project Report
On
Measurement of Quality at Apollo Hospitals using Servqual Submitted by
Richa Kumari
A0102208164
MBA (M&S) 2010
Under the Supervision of
Faculty Mentor Prof. (Dr.) P. K. Bansal
Faculty
Amity Business School
AMITY BUSINESS SCHOOL
AMITY UNIVERSITY UTTAR PRADESH
SECTOR 125, NOIDA - 201303, UTTAR PRADESH, INDIA
2010
DECLARATION
I Richa Kumari, student of Master of Business Administration (Marketing &Sales), Class of 2010from Amity Business School, Amity University, Uttar Pradesh hereby declare that the dissertation done by me on the topic “Measurement of Quality at Apollo Hospital using Servqual” is true to my knowledge. The information collected by me is authentic & is done through data analysis & interpretation & I have a thorough knowledge of the project.
The content of this report is based on the information collected from visiting Indraprastha Apollo hospitals in Delhi.
I further declare that the matter embodied in this project report has not been submitted to any other university or institute for the award of any degree or diploma.
PLACE: Noida
DATE :
Richa Kumari
Amity Business School
Amity University, Uttar Pradesh
CERTIFICATE FROM FACULTY GUIDE
This is to certify that Richa kumari, student of MBA (M&S), Amity Business School, Amity University; Uttar Pradesh has successfully completed the dissertation project under my guidance. The project report and data submitted by her is authentic and genuine to my knowledge.
Prof. Dr. P.K. Bansal Faculty guide Faculty, Amity Business School Amity University, Uttar Pradesh
ACKNOWLEDGEMENT
It takes immense pleasure for me to express my sincere gratitude to all the helping experience I had during my dissertation. The Project was done by me under the guidelines of my Faculty Guide Prof. Dr. P.K.
On
Measurement of Quality at Apollo Hospitals using Servqual Submitted by
Richa Kumari
A0102208164
MBA (M&S) 2010
Under the Supervision of
Faculty Mentor Prof. (Dr.) P. K. Bansal
Faculty
Amity Business School
AMITY BUSINESS SCHOOL
AMITY UNIVERSITY UTTAR PRADESH
SECTOR 125, NOIDA - 201303, UTTAR PRADESH, INDIA
2010
DECLARATION
I Richa Kumari, student of Master of Business Administration (Marketing &Sales), Class of 2010from Amity Business School, Amity University, Uttar Pradesh hereby declare that the dissertation done by me on the topic “Measurement of Quality at Apollo Hospital using Servqual” is true to my knowledge. The information collected by me is authentic & is done through data analysis & interpretation & I have a thorough knowledge of the project.
The content of this report is based on the information collected from visiting Indraprastha Apollo hospitals in Delhi.
I further declare that the matter embodied in this project report has not been submitted to any other university or institute for the award of any degree or diploma.
PLACE: Noida
DATE :
Richa Kumari
Amity Business School
Amity University, Uttar Pradesh
CERTIFICATE FROM FACULTY GUIDE
This is to certify that Richa kumari, student of MBA (M&S), Amity Business School, Amity University; Uttar Pradesh has successfully completed the dissertation project under my guidance. The project report and data submitted by her is authentic and genuine to my knowledge.
Prof. Dr. P.K. Bansal Faculty guide Faculty, Amity Business School Amity University, Uttar Pradesh
ACKNOWLEDGEMENT
It takes immense pleasure for me to express my sincere gratitude to all the helping experience I had during my dissertation. The Project was done by me under the guidelines of my Faculty Guide Prof. Dr. P.K.
References: * Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implication", Journal of Marketing , Vol. 49, Fall, pp. 41-50. * Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1986), "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality", Report No * Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality", Journal of Retailing , Vol * Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991), "Refinement and reassessment of the SERVQUAL scale|", Journal of Retailing , Vol * Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1993), "Research note: more on improving service quality measurement", Journal of Retailing , Vol. 69, No. 1, pp. 140-147. * Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), "Reassessment of expectations as a comparison standard in measuring service quality: implications for future research", Journal of Marketing , Vol. 58, pp. 111-124. * Health Services Research, July, 2001 by John M. Eisenberg * Health Services Research, Feb, 1992 by Emin Babakus, W * QUALITY MANAGEMENT SYSTEMS – REQUIREMENTS FOR * SERVICE QUALITY BY PUBLIC SERVICE ORGANIZATIONS(December 2005)