Study on Front Office Total Service Quality at Super- Speciality Hospitals in India - A Diagnostic Study

Abstract

Total Service Quality (TSQ) at the front office is a critical element in every super-specialty hospital-integral to the hospital's administrative function. The backbone of its operations is a well-coordinated team of front-office executives responsible for planning, supervising, and efficiently managing hospital operations while maintaining daily coordination with all departments. As the initial point of contact for patients, these executives require continuous training and development to enhance patient happiness. Aligning training programs with high-quality service delivery is essential for improving productivity across-both the front and back ends of-the hospital, crucial for maintaining service standards. In this context, the primary aim of the study is to measure the overall service quality of the administration staff and its impact on patient satisfaction in super-specialty hospitals. The primary data was collected by an ordered random sampling without replacement method [ORSWRM] gathered from 100 respondents in Bengaluru city. The findings of the study highlights factors such as timely service delivery, adherence to prescribed treatments, complaint resolution, patient attention, and staff's communication skills are vital in realizing the hospital's vision, mission, goals, and objectives making TSQ a tangible reality.