Published Paper Details:

India with more than a billion people in its arsenal, technically affluent workforce, use of modern technology, and cost-effective nature, certainly possess opportunities for medical tourism. But, the million dollar question is whether we are in a state to offer services to both the local and global customers in terms of the necessary service qualities. At one end we are looking to establish India as a global leader in medical tourism whereas at the other end we are increasingly failing to provide the basic facilities to our citizens. Issues like severe malnutrition, maternal & infant deaths, outbreak of diseases like dengue, malaria, swine flu etc., prevailing social taboos, unavailability of basic amenities, neglected hospital surroundings, inadequate infrastructural facilities, misbehaviour of doctors & staffs and may more disheartening stories are the frequent headlines which forces us to rethink about our efforts. With this background, we have tried to assess the health care service quality available in the state of Odisha by using the SERVQUAL scale. For sampling, we have chosen one of the renowned tertiary care teaching hospital situated in the Berhampur city of the Ganjam district. The study revealed the various truths about the current state of health care in the state and also revealed many areas that need immediate attention. Based on the findings and feedbacks of the customers, we have recommended some measures for improvement.