Measurement of Sevice Quality of Apollo Using Servqual

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Dissertation Project Report
Measurement of Quality at Apollo Hospitals
using Servqual

Submitted by
Richa Kumari
MBA (M&S) 2010

Under the Supervision of
Faculty Mentor Prof. (Dr.) P. K. Bansal Faculty

Amity Business School


I Richa Kumari, student of Master of Business Administration (Marketing &Sales), Class of 2010from Amity Business School, Amity University, Uttar Pradesh hereby declare that the dissertation done by me on the topic “Measurement of Quality at Apollo Hospital using Servqual” is true to my knowledge. The information collected by me is authentic & is done through data analysis & interpretation & I have a thorough knowledge of the project. The content of this report is based on the information collected from visiting Indraprastha Apollo hospitals in Delhi. I further declare that the matter embodied in this project report has not been submitted to any other university or institute for the award of any degree or diploma.

PLACE: Noida
Richa Kumari
Amity Business School
Amity University, Uttar Pradesh


This is to certify that Richa kumari, student of MBA (M&S), Amity Business School, Amity University; Uttar Pradesh has successfully completed the dissertation project under my guidance. The project report and data submitted by her is authentic and genuine to my knowledge.

Prof. Dr. P.K. Bansal
Faculty guide
Faculty, Amity Business School
Amity University, Uttar Pradesh


It takes immense pleasure for me to express my sincere gratitude to all the helping experience I had during my dissertation. The Project was done by me under the guidelines of my Faculty Guide Prof. Dr. P.K. Bansal was a source of enormous learning for me. I am highly obliged to him for their continuous unconditional support & guidelines. A special word of thanks from me to all the respondents whose cooperation and interaction was a great help. As a student of AMITY BUSINESS SCHOOL, NOIDA I got the golden opportunity to work on the topic “Measurement of Quality of Apollo Hospital using Servqual”. I also feel highly obliged to my program leader Mrs. Aparna Goel and some of the faculties in ABS who in several ways were my inspiration & helped me to put in the best of my efforts. I am deeply indebted to my parents, family members & friends for their support during the course of my dissertation. Last but not the least; the report was completed successfully because of the grace of God.

Richa Kumari
Amity Business School

Service firms like other organizations are realizing the significance of customer-centered philosophies and are turning to quality management approaches to help manage their businesses. This paper starts with the concept of service quality and demonstrates the model of service quality gaps. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between customer perceptions and expectations has been highlighted with support of measurement of quality at Apollo Hospital. Outcomes of the study outline the fact that although SERQUAL could close one of the important service quality gaps associated with external customer services, it could be extended to close other major gaps and therefore, it could be developed in order to be applied for internal customers, i.e. employees and service providers. Quality Health Care is an achievement of optimal physical and mental health through accessible, cost-effective care that is based on best evidence, is responsive to the needs and preferences of patients and populations, and is respectful of patients’ families,...
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