This book offers an elaborate and empirical look at service quality of hospitals in the emerging market of India. The poor quality of service is a major issue in a large number of hospitals (particularly in government hospitals), which forces patients to opt for private hospitals that are generally much more expensive than government hospitals. This book provides a comprehensive understanding of service quality antecedents in Indian hospitals. It focuses on patient satisfaction and includes valuable insights and implications for hospital management and government. The book is theoretically grounded in SERVQUAL literature and uses appropriate and sophisticated techniques and tools to analyse data. It highlights causal model development with Structural Equation Modelling (SEM) and introduces a classification model, developed using Artificial Neural Networks (ANNs), in order to benchmark specialty cardiac care. The book also deals with Support Vector Machines (SVMs) and compares the error rates between SVM and ANN to find the best classification technique among the two. Overall, this book is a timely and relevant work that contributes to the theory, practice and policy of service quality in hospitals.
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1.2 Evolution of Hospitals: A Journey from Past to Present |
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1.2.2 Medieval Persia and Islam |
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1.3.2 Specialty Hospitals |
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1.3.3 Super Speciality and Multispecialty Hospitals |
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1.6 Public and Private Sectors |
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1.7 Customer of a Hospital |
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1.8 Patient Satisfaction Scenario in Modern Hospitals |
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1.10 Quality Cardiac Care Is the Need of the Hour |
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1.11 Motivation for the Research |
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1.12 The Structure of the Book |
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2.2 First Stage: Literature on Demographics |
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2.3 Second Stage: Literature on SERVQUAL |
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2.4 Third Stage: Literature on Data Mining Techniques |
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3 Research Gap, Objectives and Scope |
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3.3 Objectives of the Study |
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3.4 Scope of the Research |
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4.3.5 Scale Used in Data Collection |
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4.6 Objective 1: Demographic and Clinical Variables |
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4.7 Objective 2: Developing a Causal Model Using SEM |
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4.7.1 Test of Significance for Service Quality Factors |
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4.8 Objective 3: Developing a Classification Model Using ANN |
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4.9 Objective 4: Developing a Classification Model Using SVM |
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4.9.1 Validating and Comparing the Classification Models Using Confusion Matrices |
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5 Analysis of Demographical Indices |
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5.2 Demographics of Specialty Cardiac Care Hospitals |
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5.3 Demographics of Multispecialty Cardiac Care Hospitals |
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5.4 Clinical Quality Variables |
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5.4.1 Number of Days of Stay |
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5.4.2 Number of Visits to the Hospital |
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5.5 Test of Significance for Clinical Quality Variables |
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5.6 Results and Discussion |
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6 Developing a Causal Model Using SEM |
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6.2 Development of Causal Model |
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6.4.1 Formulation of Hypobook |
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6.4.2 Data for Measurement Model |
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6.4.3 Testing of Hypobook |
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6.5.1 Data for Structural Model |
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6.5.2 Testing of Hypobook |
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6.6 Prioritization of Dimensions |
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6.8 Results and Discussion |
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7 Developing a Classification Model Using ANN |
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7.3 Training and Testing of Model Using Neural Network |
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7.4 Significance of Weights |
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7.5 Comparative Study on Significance of Satisfaction |
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7.6 Validation of the Model |
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8 Developing a Classification Model Using SVM |
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8.2 Support Vector Machine |
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8.4 Validation of the Classification Models |
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8.5 Comparison of ANN and SVM Using Confusion Matrices |
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9.1.1 Summary and Conclusion |
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9.3 Limitations and Future Scope of Study |
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Appendix 1 The Instrument Used for the Study |
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Questionnaire on Patient Satisfaction |
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Appendix 2 The Macro View of the Structural Equational Model |
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Sanjay Mohapatra received his B.E. from NIT Rourkela, M.Tech from IIT Madras, PGDBM XIMB, India and has finished his Ph.D. from Utkal University, India under Management Department. At present, he is an Associate Professor in Information Systems in XIMB, India. Professor Mohapatra has more than 21 years of industry experience. He has worked in various capacities in organizations like Hindustan Aeronautics Limited, Larsen & Toubro, PricewaterHouse, Infosys, Polaris & J&B Software. His teaching interests are in IT Strategy and Management Information Systems and research interests are in the area of IT enabled processes. He has authored/co-authored nine books and more than twenty papers in peer reviewed international journals. K. Ganesh is working as Knowledge Specialist in Supply Chain Management - Center of Competence, McKinsey Knowledge Center, McKinsey & Company, Gurgaon, Haryana, India. He has graduated in Mechanical and Production Engineering from Annamalai University, TamilNadu, India with the university first rank. He pursued his Masters degree in Industrial Engineering at National Institute of Technology, Tiruchirapalli, TamilNadu, India and secured college first. He then moved to Indian Institute of Technology Madras, Chennai, TamilNadu, India where he obtained his doctoral degree in Logistics and Supply Chain Management. He was a half-time teaching and research assistant at IIT Madras awarded by MHRD research fellowship for 4 years. He then joined the supply chain management department of Lakshmi Machine Works Limited, Coimbatore as Research Analyst and worked for 2 years. He served as project leader for the five major consulting assignments namely business transformation, balanced score card, business optimization by supply chain synchronization, strategic cost reduction and knowledge management. He then joined as Assistant Consultant at Integrated Supply Chain, Manufacturing Industry Solutions Unit, Tata Consultancy Services Limited, Mumbai and worked mainly in the areas of supply chain network design and optimization for 2 years. Later he joined as Senior Consultant in Global Business Services-Global Delivery of IBM India Private Limited, Mumbai, India and worked in Supply Chain Transformation projects for various industries for the span of 2 years. He worked as visiting professor for DJ Academy for Managerial Excellence, Coimbatore, India (1st Jan 2006 to 30th July 2007), Sree Saraswathi Thyagaraja College, Pollachi, Coimbatore, India (1st July 2006 to 30th December 2006), Sardar Vallabhai Patel Institute of Textile Management, Coimbatore, India (2nd Jan 2007 to 30th June 2007), Amrita Deemed University, Coimbatore India (Adjunct Faculty of Research from 2006) and Swayam Siddhi College of Management and Research, Mumbai India (12th July 2008 to Till Date). He is having 6 years consulting experience in top consulting companies and cumulative of 14 years of research, teaching and consulting experience in the supply chain domain for manufacturing, process and chemical industry. He has published 66 papers in leading international research journals such as the European Journal of Operational Research and Expert Systems with Applications and 4 papers in leading national journals. He has presented and published 51 papers in the reputed international conferences and 8 research articles in the national conferences. He has written a chapter for six books. He is Editor-in-Chief for 3 international journals (IJLSCM, IJDMSCL, IJOSHRM and AJMS), Editor for IJENM and associate editor for IJLEG, AJCST and IJISSCM. He is in the editorial board for various international journals. He is referee for 12 reputed international journals. He has been honored with 3 awards for his bachelor degree and one award for his masters degree for academic excellence. He has obtained 4 awards from Tata Consultancy Services Limited and received 5 appreciation awards from IBM India PrivateLimited. Dr. K. Ganesh is expertise in areas such as Supply Chain (SC) Transformation, Strategic SC Network Design and Optimization, Production Planning Optimization, Inventory optimization, Demand Planning and Forecasting, Product Flow Optimization, Production Scheduling and Transportation Optimization. Among his other interests are music, counseling, website designing, interior decoration and photography. He is himself a lyricist and has written several poems in both English and Tamil. M. Punniyamoorthy completed his M. Tech (IIT, Kharagpur) in Industrial Engineering and Operations Research, and joined DOMS, NIT Tiruchirappalli (then REC), in 1987 as a Research Associate. He is currently a Professor, DOMS-NITT. He completed his Ph.D. in Management from the Bharathidasan University, Tiruchirappalli. His academic and professional pursuits cut across several disciplines. His specific areas of interest in teaching include operations management, project management and costing, applied statistics & data analysis, logistics and supply chain management, operations research & decision sciences and materials management. His research interests include Supply Chain performance, Supplier Selection, Technology Selection, Data Analysis, Performance Measurement and Balanced Scorecard. I teach Data Analytics, Supply Chain Management, Logistics, Production and Operation Management, Project Management among others. He has taught Strategic Costing, Cost and Managerial Techniques, and Quantitative Techniques in the past. He has taught courses in these areas as visiting professor to several leading management institutes in India including the DOMS IIT-M. He has also conducted executive training programmes. He has authored over 60 papers/articles that have been published / presented at national and international journals and conferences. He has authored a book on production management for Anna University Distance Learning programme and his second book on Data Analytics is getting ready for publication. He has also been on the editorial board of several journals and has been a reviewer for many others. Rani Susmitha is affiliated with NIT Tiruchirappalli. Her research interests include clinical psychology, health psychology, conflict processes, statistical software, strategic management, sports science and project management.
