Short Communication
Year: 2021 | Month: October-December | Volume: 6 | Issue: 4 | Pages: 21-25
DOI: https://doi.org/10.52403/gijhsr.20211005
Elicitation of Hidden Expectations of Customers in Healthcare Service
Nandini K1, Dr. A. C. Lokesh2
1Ph.D. Scholar, Ramaiah University of Applied Sciences, New BEL Road, Bangalore-560054
2Associate Professor and Head of the Department of Food Technology, Ramaiah University of Applied Sciences, New BEL Road, Bangalore-560054
Corresponding Author: Nandini K
ABSTRACT
In healthcare service, the customer feedback is often incomplete unless the unexpressed expectations are captured at the right time. These latent feelings and opinions are the ‘hidden expectations’ which are the quality indicators of the service offered. This short communication paper describes a couple of techniques for elicitation of hidden expectations of customers in the context of healthcare services. As an illustration, the paper depicts the application of these techniques for identification and prioritization of hidden expectations at a diagnostic center. Any organization in healthcare service sector could employ these techniques quickly and conveniently to improve quality of service thereby enhancing customer satisfaction.
Keywords: Elicitation, Customer satisfaction, Hidden expectation, MoSCoW, Healthcare.