Capacity of Service Delivery Facility and Perceived Quality as Determinants of Patient Service Tangibles in Healthcare Service Delivery Models: An Indian Outlook

  • Umang Gupta Research Scholar, Department of Management Studies, Indian Institute of Technology, Roorkee, India
Keywords: Service Delivery Facility, Patient Service Tangibles


Capacity, from the very beginning has been announced as a key factor in healthcare service delivery models (HSDM). Academicians as early as the pre-industrial era have understood the association. In the Indian context scant research has been done on the relationship with the variables selected by the authors of this
present study. The aim of the study is to analyze the effect of capacity of service delivery facility on perceived quality of service delivery institution in India. The study was completed taking into account 381 samples consisting of all levels of professionals and patients from various Indian healthcare organizations.
Statistical Tools like Correlation and Regression Analysis by using SPSS 20.0 have been applied to gain understanding about the relationship between the two variables. The results have shown that patients and doctors in the healthcare organizations that were studied do show importance to perceived quality, and
there exists a positive correlation between capacity and perceived quality. The results have implicated that institution wide acceptance regarding important work related guidelines and mandatory roles is positively related to perceived quality which in turn calls for action on volume and capacity management.