Survey of service quality factors on health care services

This paper is devoted to highlight the contributing factors on Health care services, which is one of the largest representative populations among other service sectors. Intensive literature has been surveyed on service quality issues and health care associated services are reported. Since health care profession is dealt with knowledge and skills, the intangible construct of other service sectors have been consulted. Popular models and their implications towards health care such as EFQM model are discussed. Similarly, Information Technology (IT) implications are observed towards service quality factors and their measurement is outlined. By analyzing the various factors, it is concluded that there is a need for a measurement instrument to measure critical success factors of health care service process and relationships among them.