Provides an elaborate and empirical understanding of the satisfaction of patients and service quality of hospitals in an Indian context as an emerging market
Offers valuable insights and implications for both hospital management and government
Explores applications of data mining techniques like Artificial Neural Networks (ANNs) and Support Vector Machines (SVMs) in the health care industry
Autorentext
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 an
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 ...
Klappentext
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 errorrates 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.
Inhalt
Chapter 1. Introduction.- Chapter 2. Literature Review.- Chapter 3. Research Gap, Objectives and Scope.- Chapter 4. Methodology.- Chapter 5. Analysis of Demographic Indices.- Chapter 6. Developing a Causal Model using SEM.- Chapter 7. Developing A Classification Model using ANN.- Chapter 8. Developing a Classification Model using SVM.- Chapter 9. Summary and Conclusion.
Klappentext
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 errorrates 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.
Inhalt
Chapter 1. Introduction.- Chapter 2. Literature Review.- Chapter 3. Research Gap, Objectives and Scope.- Chapter 4. Methodology.- Chapter 5. Analysis of Demographic Indices.- Chapter 6. Developing a Causal Model using SEM.- Chapter 7. Developing A Classification Model using ANN.- Chapter 8. Developing a Classification Model using SVM.- Chapter 9. Summary and Conclusion.
Titel
Service Quality in Indian Hospitals
Untertitel
Perspectives from an Emerging Market
EAN
9783319678887
Format
E-Book (pdf)
Hersteller
Veröffentlichung
18.10.2017
Digitaler Kopierschutz
Wasserzeichen
Dateigrösse
2.13 MB
Anzahl Seiten
106
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