Research Journal of Applied Sciences

Year: 2015
Volume: 10
Issue: 4
Page No. 111 - 114

An Analytical Study of Patients’ Perception on the Service Quality of Indian Hospitals

Authors : S. Aiswarya and P.S. Rajeswari

Abstract: In today’s competitive world delivering high quality service is the key for a success. The trend is such that satisfied customers now form the foundation of any successful business because the customer satisfaction leads to repeat purchases, brand loyalty and positive word of mouth. Indian health care sector is the fastest proliferating and vibrant sector due to its high standards of service quality. At the same time it faces hectic competition and requires advancement in medical technologies at par with the global standards. In this current scenario, it is highly imperative to gauge the patient’s perception on the service quality attributes to standardize and fecund their services. The main purpose of the study is to examine the patient’s perception which determines the service quality with respect to three classifications of hospitals in Bangalore. Descriptive research design was employed. Primary data were collected using survey method by pre-tested questionnaire. Bangalore city of India was selected as the sampling framework by choosing three classifications of hospitals, private owned, corporate owned and government hospitals as sampling units with a total sample size of 625. Exploratory and confirmatory factor analysis was used for the data analysis. It was found out that reliability, empathy and responsiveness were considered as the contributing factors of the patients’ satisfaction according to their perception. Based on the result operational strategies were recommended.

How to cite this article:

S. Aiswarya and P.S. Rajeswari, 2015. An Analytical Study of Patients’ Perception on the Service Quality of Indian Hospitals. Research Journal of Applied Sciences, 10: 111-114.

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