Patient Satisfaction with the Service Quality Dimensions In Multi-Speciality Private Hospitals in Indore City MP, India

Shilpa Katira; Rajeev Samuel; Shefali Tiwari; Deepali Pai; Surya Agrawal

doi:10.58777/mbs.v2i1.252

Authors

Shilpa Katira Amity Global Business School, India
Rajeev Samuel Amity Global Business School, India
Shefali Tiwari Amity Global Business School, India
Deepali Pai Amity Global Business School, India
Surya Agrawal Amity Global Business School, India

DOI:

https://doi.org/10.58777/mbs.v2i1.252

Keywords:

Tangibility, Reliability, Responsiveness, Assurance, Empathy Patients Satisfaction

Abstract

The healthcare industry in India is evolving rapidly, with intense competition among private sector hospitals where consumers demand higher quality services. This study investigates the relationship between service quality factors and patient satisfaction in the competitive private healthcare sector, focusing on private hospitals in Indore City. It offers insights into how service quality dimensions-reliability, responsiveness, and empathy-impact patient perceptions and satisfaction. To succeed, private hospitals must enhance both medical and functional service quality to meet patients' elevated expectations. The study surveyed 300 patients from CHL Hospital, Bombay Hospital, and Medanta Hospital in Indore. Using the Parasuraman Scale, a self-administered questionnaire with 26 items (22 on service quality perception and 4 on patient satisfaction) was developed and rated on a 5-point Likert scale. Data analysis involved correlation and regression tools to assess the impact of each service quality factor on patient satisfaction. The researcher personally visited the facilities and, with permission from the Personnel Officer, collected data directly from patients regarding their satisfaction levels. This research provides critical insights for private hospitals striving to enhance service quality and remain competitive in a dynamic healthcare environment.

References

Ahmed, S., Tarique, K. M., & Arif, I. (2017). Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector. International journal of health care quality assurance, 30(5), 477-488.

Anand, S. (2010), Quality differentials and reproductive health service utilisation determinants in India; International Journal of Health Care Quality Assurance 23(8), 2010 pp. 718-729.

Azmi, T., Rahman, M. H., Mustafi, M. A. A., & Islam, M. R. (2017). Measurement of patient satisfaction with SERVQUAL model of private hospitals: SEM approach. American Journal of Management, 17(3), 64-76

Barnes NG, Movatt D (1986). An examination of patient attitudes and their implications for dental services marketing. J. Health Care Mark., 6(3): 60-63.

Bopp KD (1990). How patients evaluate the quality of ambulatory medical encounters: A marketing perspective. J. Health Care Mark., 10(1): 6-15.

Bowers MR, Swan JE, Koehler WF (1994). What attributes determine quality and satisfaction with health care delivery? Health Care Manage. Rev., 19(4):49-55

Brown SW, Swartz TA (1989). A gap analysis of professional service quality. J. Mark., 53: 92-98.

C. Thirumal Azhagan and S. Jeyabal (2019) Effect of Service Quality Gaps in Hospital Industry. Published in International Journal of Trend in Scientific Research and Development. 3(3), pp.228-230.

Cronin JJ, Taylor SA (1992). Measuring service quality: A re-examination and extension. J. Mark., 6: 55-68

Crane FG, Lynch JE (1988). Consumer selection of physicians and dentists: An examination of choice criteria and cue usage. J. Health Care Mark., 8(3): 16-19

Cronin JJ, Taylor SA (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perception-minus-expectation measurement of service quality. J. of Marketing., 58(1):125-31.

Dave, D. R. & Dave, R. (2014). A study on Service quality and customer satisfaction of selected Private hospitals of Vadodara City. Pacific Business Review International 6(11), pp. 7-11.

Davies AR, Ware JE (1981). Measuring patient satisfaction with dental care. Social Sci. Med., 15(6):751-760

D’Cunha, S., & Suresh, S. (2015). The measurement of service quality in healthcare: a study in a selected hospital. International Journal of Health Sciences and Research, 5(7), 333-345.

Hamid, S. R. and Bhat, R. L. (2018) Healthcare Service Quality in Private Hospitals of India: An Empirical Assessment from Jammu and Kashmir State. World Review of Entrepreneurship, Management and Sustainable Development. 14(3)

Hoseini Rostami F, Jahani M A, Mahmoudi G. (2018) Analysis of Service Quality Gap between Perceptions and Expectations of Service Recipients using SERVQUAL Approach in Selected Hospitals in Golestan Province. Iranian Journal of Health Sciences 2018; 6(1): 58-67.

Itumalla, R., Acharyulu, G. V. R. K., & Shekhar, B. R. (2014). Development of hospital: a service quality scale for measuring in-patient services in hospitals. Operations and Supply Chain Management: An International Journal, 7(2), 54-63.]

Javed and Ilyas (2018) Service Quality and Satisfaction in Healthcare Sector of Pakistan – The Patients' Expectations. International Journal of Health Care Quality Assurance 31(6):489-501

Khattar, S. and Singh, G. (2018) Service Quality in Private Hospitals in Delhi NCR: A SERVQUAL Analysis. International Journal of Pure and Applied Mathematics 119(7) 727-752.

Kitapci, O., Akdogan, C., & Dortyol, İ. T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia-Social and Behavioral Sciences, 148, 161-169.

Muhammad Butt, M., & Cyril de Run, E. (2010). Private healthcare quality: applying a SERVQUAL model. International journal of health care quality assurance, 23(7), 658-673.

Narang, R. (2010), Measuring perceived quality of health care services in India; International Journal of Health Care Quality Assurance. 23(2), 2010 pp. 171-186.

Natalisa, D., & Subroto, B. (2003). Effects of management commitment on service quality to increase customer satisfaction of domestic airlines in Indonesia. Singapore Management Review, 25(1), 85-105.

Naveed, R. T., Albassami, A. M., Ahmad, N., & Moshfegyan, M. (2019). Patient Satisfaction through modified SERVQUAL model. Pacific Business Review International, 11(7), 96-106.

Nguyen NX, Tran K, Nguyen TA (2021) Impact of Service Quality on In-Patients' Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country. Journal of Patients Preference and Adherence.15 Pages 2523—2538

Parasuraman A, Berry LL, Zeithaml VA (1985). SERVQUAL: A Multiple- _tem Scale For Measuring Customer Perceptions of Service Quality, Report No. 86-108, Marketing Science Institute, Cambridge.

Parasuraman A, Berry LL, Zeithaml VA (1991). Refinement and reassessment of the SERVQUAL scale. J. Retail. 67(4): 420-50

Parasuraman A, Zeithaml VA, Berry LL (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Jornal Retail. 64(2): 12-37.

Shafiq et al. (2017) Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence from Pakistan. INQUIRY: The Journal of Health Care Organization, Provision, and Financing. 54: 1–12.

Sharma, K., and Jain, K. (2021) Service Quality in Health Care: A Study of Patients Satisfaction in Selected Private Hospitals of South Rajasthan. Wesleyan Journal of Research, 13(68), pp. 1-9

Singh, P. P. (2013) Comparison of Service Quality between Private and Public Hospitals: Empirical Evidence from Varanasi District in up. SAGE Journal. 1(8). pp.112.119

Ware JE, Snyder MK (1975). Dimensions of patient attitudes regarding doctors and medical services. Medical Care, 26: 669-673.

Woodside AG, Frey LL, Day TR (1989). Linking service quality, customer satisfaction, and behavioral intentions. Journal of Health Care Marketing., 9: 5-17

Yeşilada, F., & Direktouml, E. (2010). Health care service quality: A comparison of public and private hospitals. African Journal of Business Management, 4(6), 962-971.

Zaim, H., Bayyurt, N., & Zaim, S. (2010). Service quality and determinants of customer satisfaction in hospitals: Turkish experience. International Business & Economics Research Journal (IBER)