Prof. Vidyadhar Reddy Aileni
@ipeindia.org
Professor
Institute of Public Enterprise
EDUCATION
MBA, Ph.D., FDP ( IIMA)
RESEARCH INTERESTS
Marketing, Advertising, Strategy
Scopus Publications
Scholar Citations
Scholar h-index
Scholar i10-index
Scopus Publications
Rambabu Lavuri and Vidyadhar Reddy Aileni
Informa UK Limited
Vidyadhar Reddy Aileni and Bucha Reddy Ponakanti
Springer International Publishing
Corporate hospitals are a new breed in health care industry in India. These hospitals are attracting a number of patients because of their super-specialities. There is keen competition for market share on all fronts among these hospitals. The key tasks is not only to provide specialized services more efficiently and effectively, but also to maintain the quality of overall services. As it is difficult to evaluate to evaluate the technical aspects of the health services consumers may use non technical may use non technical characteristics such as length of waiting time for procedure or the pain they experience during tests and sample collection of blood etc. to evaluate the service quality. These aspects of service are directly experienced and evaluation requires no technical expertise. This study made an attempt to evaluate consumer satisfaction and perceived quality of out patient health care services. Survey method is adopted to collect the information from the respondents. Respondents are drawn from three corporate hospitals situated in Hyderabad A.P.India.The primary analysis revealed that there are no significant differences among the hospitals. Further, the findings of the study revealed that all the stages i.e. reception, examination, pathology, x-ray/scanning process are influencing the overall satisfaction positively. But the stages like pathology and x-ray/pathology process are more significantly influencing the overall satisfaction. Finally, some directions for future research are suggested.
Vidyahhar Reddy Aileni and Venkataramana Vedulla
Springer International Publishing
The economic liberalization and the globalization policies have unlocked the floodgates of the Indian economy for the invasion of a number of foreign banks into Indian market, resulting in intense competition in the banking industry. As a result, the banks have realized, that the key to achieving sustainable competitive advantage in today' s markets is to build relationships with customers by serving them in excellent fashion ....... not just selling them. Of late, the banks have been coming out with a number of innovative value addition functions to have the cutting edge over others. Of customers who switch suppliers 40% are likely to do so for service reasons ....... only 8% are likely to switch for price or product reason 1. The response of the Indian banking system to the reforms in the sector, has by and large been creditable, however, the worries of Indian Banks are far from over. This is in particular with public sector banks, which account for 85 percent of entire banking business in India. The share of public sector banks, with respect to the deposits and advances have steadily been going down since 1992-93, from 87.89% deposits and 89.32% advances to 86.83% and 87.30% during 1993-94; 86.49% and 85.82% during 1994- 95; 85.39% and 82.36% during 1995-96 and 83.60% and 65.66% deposits and advances respectively during 1996- 97. As per the survey ofKPMG Peat Marwick with Business Today, 69% of the Indian Banks have been classified as the worst Banks. The steady decline in deposits and advances in public sector banks is a clear indication of shifting of customer loyalty. Thus, the Indian banking Industry is sending an alarming signals to the policy makers and the government, demanding immediate attention to stem the rot, at an earliest stage possible. Therefore, the study examined the Indian banking industry from the angle of service quality and customer satisfaction in Indian banks, with the following objectives:
To find out the relative importance of SERVQUAL determinants
To examine the gaps in the service quality.
To measure the customer satisfaction.
Vidyadhar Reddy Aileni
SAGE Publications
Corporate hospitals are a new breed in health-care industry in India. They are attracting a number of patients because of their super specialities. There is keen competition for market share on all fronts among these hospitals. The key task is not only to provide specialized services more efficiently and effectively, but also to maintain the quality of overall services. As it is very difficult to evaluate the technical aspects of health-care, the non-technical aspects of health-care, such as waiting time, procedures, are taken into consideration for study. The service aspects are directly experienced and evaluation requires no technical expertise. This study made a humble attempt at evaluating consumer satisfaction in corporate hospitals. Survey method was adopted to collect information from respondents. Respondents were drawn from three corporate hospitals situated in Hyderabad. The primary analysis revealed that there are no significant differences among the hospitals. Further, the findings of the study revealed that all the stages—reception, examination, pathology, and x-ray/scanning process influence the overall satisfaction positively. But the stages like pathology and x-ray/scanning process significantly influence overall satisfaction. Finally, some directions for future research have been suggested.