ABSTRACT
PurposeThe present situation of COVID-19 pandemic has put the health-care systems under tremendous stress and stringent tests for their ability to offer expected quality of health-care services, as it decides the sustainability and growth of health-care service providers. This study aims to deliver a quantitative framework for service quality assessment in the health-care industry by classifying the health-care service quality parameters into four balanced scorecard (BSC) perspectives.Design/methodology/approachTo determine the service quality for the Indian health-care system, decision-making trial and evaluation laboratory and analytical network process are integrated in a fuzzy environment to contemplate the interaction among BSC perspectives and respective performance measures.FindingsThe results indicate "internal processes” perspective assumes the key role within BSC perspectives, while performance measures "nursing staff turnover” and "staff training” play the key roles. The results also signify that "patient satisfaction” is the most vital issue and can be strongly influenced by measures belonging to the "learning and growth” perspective. In "learning and growth” perspective, "staff training” is the most decisive criteria, very highly influencing "patient satisfaction”, highly influencing "profitability,” "change of cost per patient (both in and out patients)” and "outpatient waiting time” while moderately influencing "staff satisfaction,” "bed occupancy” and "nursing staff turnover”. Moreover, "staff training” criteria have a positive influence on "nursing staff turnover.”Originality/valueThe contributions of this study are in two folds in the domain of quantification of service quality for the health-care system. First, it delivers an assessment framework for Indian health-care service quality. Second, it demonstrates an application of the framework for a case situation and validates the proposed framework.
ABSTRACT
In the past two years, coronavirus pandemic has severely impacted global industries and altered market dynamics. The present study compares the challenges facing Indian textile and apparel industry before and after the coronavirus pandemic. The context of our study focuses on handloom industry, as the primary financial risk for handloom micro entrepreneurs lies in capital requirements for raw materials, equipment and their lack of formal management structures to tackle the pressure of uncertainty. Thus, studying and mitigating internal and external barriers of the traditional manufacturing micro entrepreneurs during and post pandemic remains crucial to frame policy decisions for sustainability of this vulnerable sector. We have employed a two-phase (before and after the onset of pandemic) successive exploratory mixed method, starting with the Delphi technique (qualitative phase) and concluding with multi-criteria decision-making. In Phase 2 analysis, seventeen key critical barriers identified in Phase 1reduced to twelve. Phase 1 modelling suggests that lack of effective government policies, demonetization, and tax policy implementation are the most significant barriers. Further, Phase 2 identifies the absence of effective government policies as the most significant obstacle to the performance of Indian handloom industry, especially after the pandemic. Additionally, lack of branding was found to be most critically linked between independent and dependent barriers.