Measurement of Sevice Quality of Apollo Using Servqual

The overriding mission of the quality assurance and patient safety body in a hospital environment is to advance learning and system-wide improvements throughout the healthcare center and its clinics. The challenge is to keep on top of the many individual quality initiatives running at any one time, while also ensuring that the appropriate care standards are observed. All hospitals are expected to adhere to a set of core care measures, developed by the Joint Commission – the national standard-setting and accrediting healthcare body – to optimize the quality of care through a standardized performance measurement system. These core measures are primarily derived

This dissertation is submitted in part fulfilment of the BA (Business and Management Studies). I confirmed that, this dissertation is a product of my own work and is not the result of anything done in collaboration. I agree that this dissertation may be available for referencing and photocopying, at the discretion of university.

In this field study, data on the independent variables and dependent variables were collected from consumers above 21 years old in several shopping malls through short questionnaires drafted specifically for this analysis.

In recent years, more and more companies start to concentrate on the quality of their products. The products could be tangible as physical goods, or intangible like the service. This article is more about the service product. Since the service has no tangible form, the service quality is difficult to measure. Businesses want to get the information about the customers’ perceptions of the service they provided. Then they need to measure the service quality. A useful tool can be used is a multiple-item scale for measuring consumer perceptions of service quality called SERVQUAL. There is also another tool called SERVPERF which has the conflict with SERVQUAL. As the debate

In an organisation there is always a need for continual improvement especially in the quality of service being rendered to the costumers. Living up to the expectations of the costumers and exceeding that expectations will make your brand a sought after brand (Gage, 2013).

*Jaspreet Kaur, Lecturer in Department of Commerce, Sri Aurobindo College of Commerce and Management, Ferozepur Road, Ludhiana. E- mail: jas_2347@rediffmail.com, Phone No: 9915509226

I hereby, dedicate this project report to my father Late Mr. Shahid Khan who was my inspiration, also like to thank Institute of Business Administration for the opportunity to conduct this research and of course, want to share my gratitude with my mentor for this project, Mr. Kamil Shahbazker who is a true source of knowledge. Without his support, completion of this report was not possible.

Dr. Suresh Kumar Bhaker, Assistant Professor, Management in Haryana School of Business, Guru Jambheshwar University of Science and Technology Hisar, Haryana

Faiza Anwar, Sahaab Akbar, Uroosa Akhtar Khan Department of Management Sciences, The Islamia University of Bahawalpur, Pakistan.

I hereby declare that this research work has been conducted solely by me under the supervision of Alh. Yahaya Abdulhameed of the Department of Management, Kaduna Polytechnic, Kaduna and I have neither copied someone else’s work nor someone done it for me.

(Submitted in the partial fulfillment for the award of the degree of Master Of Business Administration from G.B Technical University,

This project is a part of the Management of Business Administration course being taken up at School of Business, Galgotias University, Greater Noida.

Dr. Kanhaiya Singh, Professor, Fore School of Management, New Delhi,India Dr. U. S. Pandey, Associate Professor University of Delhi, New Delhi, India Priya Gupta, Asst. Professor, SSCBS, University of Delhi, Research Scholar, BIT(Mesra) Ranchi

I SALI C.S hereby declare that this Placement Training Report entitled “ANALYSIS OF PRODUCTS OF KERALA STATE FINANCIAL ENTERPRISE LTD THRISSUR” by me in partial fulfillment of the requirement for the degree of BACHELOR OF BUSINESS ADMINISTRATION under the University of Calicut.

2*Jagan Institute of Management Studies, 3, Institutional area, sector – 5, Rohini, Delhi – 85, India