164 страниц. 2012 год. LAP Lambert Academic Publishing The book provides an insight into the measurement of quality of service,the hospitals are providing to the patients.Healthcare services have a distinct position among other services due to the highly involving and risky nature of service. Though a large number of public and private hospitals are existing all over the country, it is found that many government hospitals are not able to provide quality services to patients. Furthermore the private hospitals also are not able to fulfill the requirements of the patients to a certain extent. The main problem of hospitals is that they are not able to provide quality service based on the needs and expectations of the patients.The measurement of the gap between perception of patients about the quality of service and their expectation of service provided by the hospitals is the main focus of the book.