DOI: 10.36347/sjebm.2017.v04i11.002

Pages: 749-759

To contribute to India’s target towards the achievement of fourth and fifth Millennium Development Goals (MDG) namely Reduce Child Mortality and Improve Maternal Health respectively, a new scheme called “Narayana Maathru Seva Padhakam” was introduced in Narayana Medical College Hospital, Nellore, Andhra Pradesh, India. A study was carried out to assess the service quality provided through this scheme aiming to measure the service quality gap between patients' expectations and the perception of services and to identify the aspects of care for improvement among female patients who were admitted to the Obstetrics department, Narayana Medical College Hospital. A modified Service Quality (SERVQUAL) questionnaire comprised 22 questions, 7-Point Likert Scale (Strongly disagree=1 to Strongly agree=7) assessing 5 dimensions namely Tangibility,