Customers' Perception Towards Accountability of Diagnostic Centres: Evidence from India

Area of Science:

• Healthcare Management
• Patient Experience
• Service Quality

Background:

• Understanding healthcare accountability is crucial for improving service quality.
• Measuring customer perception of accountability in diagnostic services is essential.

Purpose of the Study:

• To measure customer perception of accountability among diagnostic service providers.
• To identify factors influencing customer perception of accountability in diagnostic services.

Main Methods:

• A questionnaire survey was administered to 393 customers of diagnostic centers in Guwahati, India.
• Data reliability was assessed using Cronbach's Alpha, with statistical tests for mean, percentage, and standard deviation.
• Factor analysis was employed to determine factors influencing customer perception of accountability.

Main Results:

• Customers generally perceive diagnostic centers in Guwahati as highly accountable.
• Four key factors significantly influence customer perception: Competency, Responsiveness, Compliance with protocol, and Problem-solving approach.

Conclusions:

• The study developed a scale to measure customer perception of accountability in diagnostic centers.
• A theoretical model was established to explain customer accountability perception in diagnostic services.