Appraising Service Quality of Medical Clinics on Customer Value in Manmunai North Batticaloa

Registration ID: IJNRD_180758

Published ID: IJNRD2203100

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Thuvaraka Mahendran

SERVQUAL Model, Service quality, Customer value, Medical Clinics, Manmunai North Batticaloa.

The healthcare system contributes to continued sustainable economic growth in Sri Lanka, as the country’s economic growth is directly proportional to the healthcare system. Medical Clinics play a remarkable role in the country's development as they provide medical equipment and deliver medical facilities to patients. To investigate the impact of service quality on customer value in Medical Clinics through the SERVQUAL Model. The sample consists of customers (patients) and samples selected through a convenient sampling method. The researcher collected 240 self-administered questionnaires for the survey, and a five-point Likert scale was assigned to measure the variables. The Statistical Package for Social Sciences (SPSS 22.0) was used to present and analyze the data. This exploration concludes that service quality and each of the situations of the independent variable dimensions are at a high position. Further, the finding shows that there is a high level of customer value among those who are using Medical Clinics in Manmunai North Batticaloa. There is a strong positive correlation between service quality and customer value. The study also concludes that there is an impact of service quality on customer value. The empirical evidence from this study increases the understanding of the relationship between service quality and customer value, which helps the service sector, especially medical clinics, improve their customer value through the SERVQUAL model.

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Thuvaraka Mahendran (March-2022). Appraising Service Quality of Medical Clinics on Customer Value in Manmunai North Batticaloa. INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT, 7(3), 808-815. https://ijnrd.org/papers/IJNRD2203100.pdf

Volume 7 Issue 3, March-2022

Pages : 808-815

Paper Reg. ID: IJNRD_180758

Published Paper Id: IJNRD2203100

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Research Area: Engineering

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Published Paper PDF: https://ijnrd.org/papers/IJNRD2203100.pdf

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Journal Name: INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT(IJNRD)

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