Assessment of Service Quality Dimensions in Healthcare Industry 'A Comparative Study on Patient’s Satisfaction with Mayiladuthurai Taluk Government vs. Private Hospitals'

Abstract

Average service quality perception toward Government hospitals lead to increasing demand for good quality Government health care in Mayiladuthurai Taluk. Observing the growth of private health care sector, highly number of patients get satisfied with the service quality of private hospitals in Mayiladuthurai Taluk. This study attempts to identify the service quality factors that influence patient satisfaction with Government vs. private hospitals. A survey was conducted on patients of nine different hospitals and ward in Mayiladuthurai Taluk. The Convenient sampling method was used in the research to obtain information regarding patients’ perceptions toward 13 service quality dimensions of Government and Private hospitals. Multiple-regression was used to identify the service quality factors that influence patients’ satisfaction. And descriptive statistics represented the patient’s satisfaction level with different service quality factors.

Keywords: Service Quality, Health Care, Hospitals, Patients’ Perception, Patient Satisfaction

JEL Classification: I1, I15, I18, I38, M10, M31