Publication Type:

Journal Article


The TQM Journal, Volume 31, p.600-619 (2019)



healthcare service quality, servicescapes, Signal to noise ratio, taguchi experiment


Purpose – This study attempted to identify major HSQ dimensions, their most preferred service levels, and their effect on HSQ perceptions of patients using a Taguchi experiment. Design/methodology/approach – This study adopted a sequential incidence technique to identify factors relevant in HSQ and examined the relative importance of different factor levels in the service journey using Taguchi experiment. Findings – For HSQ, the optimum factor levels are online appointment booking facility with provision to review and modify appointments; a separate reception for booked patients; provision to meet the doctor of choice; prior detailing of procedures; doctor on call facility to the room of stay; electronic sharing of discharge summary, an online payment facility. Consultation phase followed by the stay and then procedures have maximum effect on S/N and mean responses of patients. The appointment stage has a maximum effect on standard deviations.

Cite this Research Publication

Dr. Rejikumar G., Ajitha, A. Asokan, and V, R. Sreedharan, “Healthcare Service Quality: A Methodology for Servicescape Re-design using Taguchi Approach”, The TQM Journal, vol. 31, 4 vol., pp. 600-619, 2019.