Enhancing Healthcare Service Quality: An Integrated Approach Using SERVQUAL, Patient Journey Analysis, and AI-Driven Solutions

This study evaluates service quality in the outpatient department of a healthcare facility using the SERVQUAL model, complemented by emotional and journey mapping techniques. The research aims to identify critical service gaps and provide evidence-based recommendations for improving patientsatisfaction and operational efficiency. A case study was conducted in a leading private hospital in South India, focusing onareas for potential improvement. A sample of 200 patients, equally divided between chemotherapy and review patients, was surveyed using an adopted SERVQUAL questionnaire [22]. Thequestionnaire assessed five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The study revealed significant gaps in responsiveness and empathy, indicating areas requiring immediate attention. Identified issues include ineffective communication, staff shortages, and inefficient patient scheduling. To address these gaps, this study proposes a multi-faceted approach to address healthcare service quality gaps, combining technological solutions and human-centred strategies. The interventions include AI-powered scheduling, process automation, AI-enhanced communication, RFID-enabled asset management, and integrated billing systems. This research contributes to the growing body of knowledge on healthcare service quality and offers practical solutions for healthcare providers to enhance patient experiences and operational efficiencies.