AI Paper Are Corporate Hospitals Meeting Expectations? A SERVQUAL Gap Analysis from Delhi NCR

Abstract

Corporate hospitals in Delhi NCR are increasingly focusing on service excellence to retain and satisfy patients. An empirical study conducted across 644 respondents reveals that while service quality is generally rated positively, patient loyalty does not always mirror satisfaction. This article applies the SERVQUAL gap model to uncover nuanced dimensions of service perception versus expectation, offering actionable insights for hospital administrators. Key findings emphasize the importance of empathy, education-specific service tailoring, and emotional engagement.