The service quality of any organisation is very important for its reputation as well as for its success. There the organization is hospital in which service quality is the most significant feature. Today’s organizations need to be suppler to equip with modern instruments and techniques so that the patients and their attended has satisfied with their treatment. Therefore, hospitals are required to adopt a strategy to improve the quality to satisfy both the needs and comfort of people. The term quality refers to the favourableness' or unfavourableness environment for people. The main aim of this study is to know people’s expectation and perception towards service quality of hospitals of Ahmedabad and Ujjain cities. For this purpose service quality is measured by servqual with parameters: tangible, reliability, responsiveness, assurance and empathy. The sample size for this study was 300 and primary data was collected from people of Ahmedabad and Ujjain cities. This study revealed the understanding of people towards service quality of public and private hospitals in different parameters like physical appearance of hospital, their staff, material associated with the service (such as reports etc), equipment used in treatment, time of the different services or treatments, error free records, solving peoples problem and showing concern for the patients and their attended. From this study hospital management should know more about the needs and expectations of the peoples and kaizen their services.
This document provides a literature review on studies related to the service quality of public and private sector hospitals. It summarizes 25 studies conducted between 2004-2013 that evaluated patient perceptions and assessments of various dimensions of hospital service quality in India. The studies examined factors like infrastructure, personnel quality, clinical care processes, communication, and relationships that influence patient satisfaction. Some findings indicated private hospitals performed better than public hospitals in most quality dimensions except reliability. The review concludes that further research is needed evaluating service quality in the understudied regions of Indore and Ujjain cities in Madhya Pradesh, India.
The document discusses a study on patient satisfaction in the healthcare industry in Thailand. It aims to compare patient satisfaction between public and private hospitals, hospital size, clinical departments, and patient education levels. It outlines the research questions and hypotheses. It discusses definitions of key terms and the SERVQUAL model for measuring service quality. It presents the research methodology, including the study population and sample, variables, and statistical analysis plan. The remainder of the document appears to describe the research methodology and structure for the remainder of the study.
Gap analysis in Access and Quality of healthcare services :Patients and Pro...Harishankar Sahu
The document summarizes a study that assessed the gap between patients' expectations and perceptions of healthcare services, and the match between patients' and providers' perspectives. The study found gaps between patients' priorities/expectations and perceptions in dimensions of access and quality of care. There were also mismatches between patients' and physicians' perceptions of quality dimensions. The gaps indicate areas for healthcare providers to focus resources and improve services to better meet patients' expectations in a patient-centric approach.
An Empirical Study on Patient Delight and the Impact of Human and Non-Human F...IOSR Journals
Health, one of the Fundamental Human Rights has been accepted in the Indian Constitution. Today the healthcare industry has emerged as one of the most challenging sectors as well as one of the largest service sector industries in India. Patient perceived service quality become the prominent aspect to choose between hospitals. The purpose of this paper is to evaluate patient perceived service quality in Indian hospitals. Further the impact of the dimensions on patient satisfaction and patient delight is examined. A questionnaire was administered to the in-patients and multiple regression analysis has been used to examine the impact of the dimensions on patient satisfaction and patient delight. Findings emphasize eight distinct dimensions of patient perceived service quality and the impact on patient satisfaction and patient delight. A positive and significant relationship with patient satisfaction and patient delight has been found, except two dimensions. The results of this study are limited, as they are based on Indian hospitals. The contribution of this research paper, incorporate patient delight in health care sector. In addition, this paper highlights the importance of emotional attachment for patient satisfaction and patient delight in health care.
Service quality and patients satisfaction with healthcare deliveryAlexander Decker
This study examined service quality and patient satisfaction at a public university hospital in Ghana. A survey of 400 outpatients found gaps between perceived and expected quality across all five SERVQUAL dimensions - responsiveness had the widest gap, followed by reliability, tangibility, empathy, and assurance. Correlation analysis revealed perceived responsiveness, empathy, assurance, and tangibility were positively correlated with patient satisfaction, while reliability was not significantly correlated. The study provides insights into improving healthcare quality and patient experiences at public hospitals in Ghana.
A dissertation report on analysis of patient satisfaction max polyclinic by ...Mohammed Yaser Hussain
Hospitals are increasingly becoming sensitive to the needs of the patients as will the community. It is no longer the sellers [providers] market. Except for the totally free service provided by the Government run hospitals and a few hospitals run by the civic hospitals.
According to Dona Bedian
“Patient satisfaction may be considered to be one of the desired outcomes of care, even on element of health status itself” and that “information about patient satisfaction should be as indispensable to assessment of quality as to the design and management of health care system.
During the recent years the use of patient satisfaction surveys has increased in health care industry due in part to the belief that perception of quality is an important factor in demand for services and that survey result may have significant effect on provider behaviour. According to Ware “patient satisfaction is a determinant of a healthcare provider or system. Use of services complaints and malpractice suits”.
Use of patient satisfaction survey as a tool for quality improvement has become extensive in almost all western countries. Most hospital have a system of obtaining routine feedback from all the discharge patients. The quality improvement task force of the joint commission of accreditation of the health care organization in USA is also encouraging hospitals to mandate surveys are conducted in private hospitals.
This document discusses patient satisfaction in healthcare. It begins by introducing patient satisfaction as a concept that considers a patient's needs, expectations of care, and healthcare experiences. Several theories of patient satisfaction are mentioned. The literature review highlights factors that can affect patient satisfaction, including provider characteristics like communication skills and patient characteristics like socioeconomic status. Ensuring patient satisfaction is important for compliance, care-seeking behaviors, and quality improvement. The document then describes a study conducted in Pakistan that assessed patient satisfaction in an outpatient department, finding high satisfaction with doctors, facilities, and a willingness to return. It recommends further studies in other care settings and obtaining ongoing patient feedback.
This thesis examines the quality of service provided to outpatients at Gambela Hospital in Ethiopia. It assesses patient perceptions of and expectations for service quality across different dimensions. The author Awoke Tasew Tebeje conducted a survey of 300 outpatients using a standardized questionnaire to measure patient perceptions and expectations. The results were then analyzed to identify gaps and correlations between variables. The study aims to evaluate service quality and inform recommendations for improving the patient experience at Gambela Hospital.
This document provides a literature review on studies related to the service quality of public and private sector hospitals. It summarizes 25 studies conducted between 2004-2013 that evaluated patient perceptions and assessments of various dimensions of hospital service quality in India. The studies examined factors like infrastructure, personnel quality, clinical care processes, communication, and relationships that influence patient satisfaction. Some findings indicated private hospitals performed better than public hospitals in most quality dimensions except reliability. The review concludes that further research is needed evaluating service quality in the understudied regions of Indore and Ujjain cities in Madhya Pradesh, India.
The document discusses a study on patient satisfaction in the healthcare industry in Thailand. It aims to compare patient satisfaction between public and private hospitals, hospital size, clinical departments, and patient education levels. It outlines the research questions and hypotheses. It discusses definitions of key terms and the SERVQUAL model for measuring service quality. It presents the research methodology, including the study population and sample, variables, and statistical analysis plan. The remainder of the document appears to describe the research methodology and structure for the remainder of the study.
Gap analysis in Access and Quality of healthcare services :Patients and Pro...Harishankar Sahu
The document summarizes a study that assessed the gap between patients' expectations and perceptions of healthcare services, and the match between patients' and providers' perspectives. The study found gaps between patients' priorities/expectations and perceptions in dimensions of access and quality of care. There were also mismatches between patients' and physicians' perceptions of quality dimensions. The gaps indicate areas for healthcare providers to focus resources and improve services to better meet patients' expectations in a patient-centric approach.
An Empirical Study on Patient Delight and the Impact of Human and Non-Human F...IOSR Journals
Health, one of the Fundamental Human Rights has been accepted in the Indian Constitution. Today the healthcare industry has emerged as one of the most challenging sectors as well as one of the largest service sector industries in India. Patient perceived service quality become the prominent aspect to choose between hospitals. The purpose of this paper is to evaluate patient perceived service quality in Indian hospitals. Further the impact of the dimensions on patient satisfaction and patient delight is examined. A questionnaire was administered to the in-patients and multiple regression analysis has been used to examine the impact of the dimensions on patient satisfaction and patient delight. Findings emphasize eight distinct dimensions of patient perceived service quality and the impact on patient satisfaction and patient delight. A positive and significant relationship with patient satisfaction and patient delight has been found, except two dimensions. The results of this study are limited, as they are based on Indian hospitals. The contribution of this research paper, incorporate patient delight in health care sector. In addition, this paper highlights the importance of emotional attachment for patient satisfaction and patient delight in health care.
Service quality and patients satisfaction with healthcare deliveryAlexander Decker
This study examined service quality and patient satisfaction at a public university hospital in Ghana. A survey of 400 outpatients found gaps between perceived and expected quality across all five SERVQUAL dimensions - responsiveness had the widest gap, followed by reliability, tangibility, empathy, and assurance. Correlation analysis revealed perceived responsiveness, empathy, assurance, and tangibility were positively correlated with patient satisfaction, while reliability was not significantly correlated. The study provides insights into improving healthcare quality and patient experiences at public hospitals in Ghana.
A dissertation report on analysis of patient satisfaction max polyclinic by ...Mohammed Yaser Hussain
Hospitals are increasingly becoming sensitive to the needs of the patients as will the community. It is no longer the sellers [providers] market. Except for the totally free service provided by the Government run hospitals and a few hospitals run by the civic hospitals.
According to Dona Bedian
“Patient satisfaction may be considered to be one of the desired outcomes of care, even on element of health status itself” and that “information about patient satisfaction should be as indispensable to assessment of quality as to the design and management of health care system.
During the recent years the use of patient satisfaction surveys has increased in health care industry due in part to the belief that perception of quality is an important factor in demand for services and that survey result may have significant effect on provider behaviour. According to Ware “patient satisfaction is a determinant of a healthcare provider or system. Use of services complaints and malpractice suits”.
Use of patient satisfaction survey as a tool for quality improvement has become extensive in almost all western countries. Most hospital have a system of obtaining routine feedback from all the discharge patients. The quality improvement task force of the joint commission of accreditation of the health care organization in USA is also encouraging hospitals to mandate surveys are conducted in private hospitals.
This document discusses patient satisfaction in healthcare. It begins by introducing patient satisfaction as a concept that considers a patient's needs, expectations of care, and healthcare experiences. Several theories of patient satisfaction are mentioned. The literature review highlights factors that can affect patient satisfaction, including provider characteristics like communication skills and patient characteristics like socioeconomic status. Ensuring patient satisfaction is important for compliance, care-seeking behaviors, and quality improvement. The document then describes a study conducted in Pakistan that assessed patient satisfaction in an outpatient department, finding high satisfaction with doctors, facilities, and a willingness to return. It recommends further studies in other care settings and obtaining ongoing patient feedback.
This thesis examines the quality of service provided to outpatients at Gambela Hospital in Ethiopia. It assesses patient perceptions of and expectations for service quality across different dimensions. The author Awoke Tasew Tebeje conducted a survey of 300 outpatients using a standardized questionnaire to measure patient perceptions and expectations. The results were then analyzed to identify gaps and correlations between variables. The study aims to evaluate service quality and inform recommendations for improving the patient experience at Gambela Hospital.
Satisfactions Among Admitted Patient of Tertiary Level Hospital in Dhaka City.DR. S A HAMIDI
The document provides background information on a study about patient satisfaction levels at tertiary level hospitals in Dhaka City, Bangladesh. It outlines the study objectives which are to assess and compare patient satisfaction levels regarding hospital services and identify other factors influencing satisfaction. The methodology section describes the study design as cross-sectional, conducted from May to December 2015 at Holy Family Red Crescent Medical College Hospital. A sample of 170 admitted medicine patients was surveyed using purposive sampling and structured questionnaires. Preliminary results on patient demographics and satisfaction with hospital reception are presented.
A comparative study on patients’ satisfaction in health care serviceAlexander Decker
This document summarizes a study comparing patient satisfaction levels between a public hospital and a private hospital in Salem, India. A sample of 400 patients from the two hospitals were surveyed using SERVQUAL and Donabedian's frameworks to measure satisfaction. The findings show that patients at the private hospital reported significantly higher levels of satisfaction than those at the public hospital. Specifically, 97% of private hospital patients reported medium satisfaction levels, compared to just 70% at the public hospital. The study concludes that the private hospital is better able to meet patient needs and provide high quality healthcare services.
The document discusses the healthcare and hospital industry in India. It provides an overview of the industry, noting that it covers hospitals, health insurance, medical software, equipment and pharmacies. It also outlines the major components of the industry including hospitals, medical insurance, software and equipment. Additionally, it discusses the growth of the corporate hospital sector in India and factors that are attracting corporates to the healthcare space such as recognition as an industry, socio-economic changes, brand development, and the opening of the insurance sector.
The document discusses the healthcare sector in India. It provides an overview of the key components of the Indian healthcare system, including public and private sectors. Some key points:
- The public sector focuses on primary healthcare in rural areas, while the private sector dominates secondary/tertiary care in cities.
- India has a large, skilled workforce and lower costs compared to other countries, which are competitive advantages.
- The market is growing rapidly at over 20% annually and expected to reach $280 billion by 2020. Rural areas represent a major demand source.
- Opportunities exist in increasing bed capacity and developing medical tourism. Alternative medicine also ensures treatment availability nationwide.
Patient satisfaction is important for hospitals and healthcare providers. It is measured using surveys like HCAHPS which assess patient perceptions of care. High patient satisfaction is important for hospitals as it influences reimbursement and can incentivize improving quality. Nurses play a key role in patient satisfaction through fundamentals like communication, personalized care, and accountability. Hospitals should focus on initiatives that empower nurses and improve organizational culture to boost both patient satisfaction and nurse satisfaction.
AN EMPIRICAL STUDY ON FACTORS INFLUENCING THEPATIENTS SATISFACTION TOWARDS HE...IAEME Publication
This document summarizes a research paper on factors influencing patient satisfaction towards healthcare services at multi-specialty hospitals in Trichy, India. The study aimed to understand patient profiles, factors for hospital selection, and satisfaction levels with primary and supportive services. 748 patients from 5 hospitals were surveyed. The results showed that the majority of respondents were satisfied with primary and supportive healthcare services. Recommendations to hospital administrators and the government included staff training programs, clear billing practices, improved sanitation, physician supervision of medical services, and public health awareness campaigns.
ASSOCIATION BETWEEN SERVICE HEALTH QUALITY AND PATIENT SATISFACTION – A CASE ...IAEME Publication
Satisfaction is a comparison between the perceptions of services received with expectations, while the quality of health services is act or services provided by one party to another in form of care or provision of health facilities. Health resources are one contributing factor in provision of qualified health care, which is expected to improve public health. Aspects of provided services quality will affect patient satisfaction. If their expectations are met, it means that service has provided good quality and will also lead to high satisfaction. This study aims to determine the relationship of health services quality and satisfaction level in people of North Mamuju. Analytic observational research with cross-sectional study design, population of the entire community of North Mamuju regency and research subjects were aged >18 years. The results showed significant value in registration 0.010 and physicians 0.007, implying registration and physicians have significant effect on customer satisfaction. The conclusions of this study indicate that the registration, doctors, nurses, pharmaceutical, environmental and hospital / clinic variables collectively have positive effect on customer satisfaction
The document discusses a study assessing patient satisfaction with outpatient services at a tertiary care teaching hospital in Lucknow, India. It outlines the study objectives to evaluate availability and utilization of services, information sources, waiting times, and reasons for (dis)satisfaction among internal and external patients. The methodology section describes a prospective descriptive study using interviews and record reviews involving 701 patients across departments from January to March 2013. Preliminary findings show most patients were female, from Uttar Pradesh, and utilization increasing over 2008-2012 for both internal and external patients.
Evaluation of Patient Satisfaction in Relation to Patient Factors in Surgical...iosrjce
IOSR Journal of Dental and Medical Sciences is one of the speciality Journal in Dental Science and Medical Science published by International Organization of Scientific Research (IOSR). The Journal publishes papers of the highest scientific merit and widest possible scope work in all areas related to medical and dental science. The Journal welcome review articles, leading medical and clinical research articles, technical notes, case reports and others.
This document discusses factors that contribute to long wait times for patients at hospitals in India and how wait times impact patient satisfaction. It finds that Indian hospitals often have long wait times at registration, between appointments and consultations, and for feedback due to understaffing, a lack of scheduling, and overreliance on paper systems. The document aims to identify reasons for high wait times and provide suggestions to optimize wait times like increasing pharmacy counters, allocating more staff, and leveraging technology. Reducing wait times through improved systems and resources could help raise patient satisfaction in India.
This study evaluated the causes of patients visiting multiple consultants or hospitals for the same chief complaint. 50 patients in Durgapur, India were surveyed. The results showed that 64% had unpleasant scheduling experiences, 88% lacked health insurance, 26% felt staff were not courteous, and 28% felt consultants did not fully answer questions. The study concluded that improving communication, listening skills, wait times, and ensuring questions are answered could increase patient satisfaction and reduce multiple visits. It is recommended that consultants foster respect, take time to listen actively, provide counseling, and incorporate patient feedback.
Hospital projects - a participatory approach to interaction designJackson Choi
This document summarizes research conducted for a project to improve medical services for ethnic minority patients at Pok Oi Hospital. The researcher conducted interviews and observations with various stakeholders including patients, family members, healthcare providers, and social workers. Insights revealed language, cultural, and emotional barriers faced by ethnic minority patients. They felt ignored, helpless, stressed and lost. The current patient journey was mapped through shadowing ethnic minority patients, which showed long wait times and a lack of interpreter support. The research findings will help identify solutions to build confidence for ethnic minority patients and address their specific needs and concerns throughout the medical experience.
This document discusses a study conducted on patient satisfaction at Aster Prime Hospital in Hyderabad. It provides background information on Aster Prime Hospital, including its services, departments, and infrastructure. It then discusses the concepts of patient satisfaction, its importance and difficulties in defining it. The summary is:
1. The document discusses a study on patient satisfaction conducted at Aster Prime Hospital in Hyderabad.
2. It provides context about Aster Prime Hospital, including its services, departments and infrastructure.
3. It discusses the concept of patient satisfaction, its importance for healthcare organizations, and challenges in defining it.
This document discusses a study conducted on patient satisfaction at Eye-Q Super Speciality Eye Hospitals. It found that most patients were satisfied with the hospital's services, staff response, and facilities. It provides recommendations on how Eye-Q can further improve patient satisfaction and reduce waiting times using Six Sigma and PDCA (Plan-Do-Check-Act) methodologies. This includes defining goals, continuously measuring KPIs, analyzing issues, implementing solutions, and controlling processes. The study faced some limitations such as communication barriers and disinterested respondents. Overall, the document emphasizes the importance of measuring and improving patient satisfaction and quality of care.
This document summarizes a study that assessed patient satisfaction with antenatal care services provided at primary health centers in Ejigbo Local Government Area of Osun State, Nigeria. 234 antenatal patients across multiple health centers were surveyed using a questionnaire to evaluate their satisfaction. Key findings included:
- 60.3% of respondents reported being greeted warmly by health workers, establishing good rapport.
- 77.4% felt privacy and confidentiality were inadequate.
- 48% felt waiting times were too long.
- There was a relationship between satisfaction and quality of interactions with health workers.
- 74% overall were satisfied with antenatal care services.
- Satisfaction was also related
This document summarizes the results of a patient satisfaction survey conducted at the outpatient department of Medanta-The Medicity hospital. Some of the key findings include:
- 83% of patients felt doctors understood their problems completely or mostly.
- Waiting times were as expected or better than expected for 93% of patients.
- Registration services, staff courtesy, and cleanliness received high satisfaction ratings from over 90% of patients.
- However, only 65% were satisfied with pharmacy services and 29% rated them as satisfactory.
- 64-77% of patients expressed overall satisfaction with OPD services and said they would return for future care.
This document discusses a project to improve patient wait times and satisfaction scores at an ambulatory surgery center. Studies found actual surgery start times ranged from 6 minutes to 2 hours and 50 minutes later than scheduled. The average registration wait was 17 minutes and preparation time was 33 minutes. Recommendations include changing scheduling practices based on average surgeon times, dedicating registration staff, and educating staff on updating patients about delays every 15 minutes. Implementing these measures could increase satisfaction scores and the center's preference among patients.
This document provides background information on a study being conducted at Jimma University Medical Center in Ethiopia. It discusses factors that influence patient satisfaction, including tangibles like quality of equipment, reliability of services, responsiveness, assurance, empathy, and access in terms of cost and time. Previous studies on patient satisfaction in Ethiopia and other countries found varying levels of satisfaction, from 22% to 93%, with issues like disrespectful treatment, long wait times, and lack of drug availability influencing satisfaction. The significance of studying patient satisfaction is that it allows patients' voices to be heard to improve healthcare planning and measure hospital quality.
Service quality and patients satisfaction with healthcare deliveryAlexander Decker
This study examined service quality and patient satisfaction at a public university hospital in Ghana. A survey of 400 outpatients found gaps between expected and perceived quality across all five SERVQUAL dimensions - responsiveness had the widest gap, followed by reliability, tangibility, empathy, and assurance. Correlation analysis showed perceived responsiveness, empathy, assurance, and tangibility were positively correlated with patient satisfaction, while reliability was not significantly correlated. The study indicates patient satisfaction is best explained by perceived responsiveness, followed by empathy, assurance, tangibility, and reliability.
Satisfactions Among Admitted Patient of Tertiary Level Hospital in Dhaka City.DR. S A HAMIDI
The document provides background information on a study about patient satisfaction levels at tertiary level hospitals in Dhaka City, Bangladesh. It outlines the study objectives which are to assess and compare patient satisfaction levels regarding hospital services and identify other factors influencing satisfaction. The methodology section describes the study design as cross-sectional, conducted from May to December 2015 at Holy Family Red Crescent Medical College Hospital. A sample of 170 admitted medicine patients was surveyed using purposive sampling and structured questionnaires. Preliminary results on patient demographics and satisfaction with hospital reception are presented.
A comparative study on patients’ satisfaction in health care serviceAlexander Decker
This document summarizes a study comparing patient satisfaction levels between a public hospital and a private hospital in Salem, India. A sample of 400 patients from the two hospitals were surveyed using SERVQUAL and Donabedian's frameworks to measure satisfaction. The findings show that patients at the private hospital reported significantly higher levels of satisfaction than those at the public hospital. Specifically, 97% of private hospital patients reported medium satisfaction levels, compared to just 70% at the public hospital. The study concludes that the private hospital is better able to meet patient needs and provide high quality healthcare services.
The document discusses the healthcare and hospital industry in India. It provides an overview of the industry, noting that it covers hospitals, health insurance, medical software, equipment and pharmacies. It also outlines the major components of the industry including hospitals, medical insurance, software and equipment. Additionally, it discusses the growth of the corporate hospital sector in India and factors that are attracting corporates to the healthcare space such as recognition as an industry, socio-economic changes, brand development, and the opening of the insurance sector.
The document discusses the healthcare sector in India. It provides an overview of the key components of the Indian healthcare system, including public and private sectors. Some key points:
- The public sector focuses on primary healthcare in rural areas, while the private sector dominates secondary/tertiary care in cities.
- India has a large, skilled workforce and lower costs compared to other countries, which are competitive advantages.
- The market is growing rapidly at over 20% annually and expected to reach $280 billion by 2020. Rural areas represent a major demand source.
- Opportunities exist in increasing bed capacity and developing medical tourism. Alternative medicine also ensures treatment availability nationwide.
Patient satisfaction is important for hospitals and healthcare providers. It is measured using surveys like HCAHPS which assess patient perceptions of care. High patient satisfaction is important for hospitals as it influences reimbursement and can incentivize improving quality. Nurses play a key role in patient satisfaction through fundamentals like communication, personalized care, and accountability. Hospitals should focus on initiatives that empower nurses and improve organizational culture to boost both patient satisfaction and nurse satisfaction.
AN EMPIRICAL STUDY ON FACTORS INFLUENCING THEPATIENTS SATISFACTION TOWARDS HE...IAEME Publication
This document summarizes a research paper on factors influencing patient satisfaction towards healthcare services at multi-specialty hospitals in Trichy, India. The study aimed to understand patient profiles, factors for hospital selection, and satisfaction levels with primary and supportive services. 748 patients from 5 hospitals were surveyed. The results showed that the majority of respondents were satisfied with primary and supportive healthcare services. Recommendations to hospital administrators and the government included staff training programs, clear billing practices, improved sanitation, physician supervision of medical services, and public health awareness campaigns.
ASSOCIATION BETWEEN SERVICE HEALTH QUALITY AND PATIENT SATISFACTION – A CASE ...IAEME Publication
Satisfaction is a comparison between the perceptions of services received with expectations, while the quality of health services is act or services provided by one party to another in form of care or provision of health facilities. Health resources are one contributing factor in provision of qualified health care, which is expected to improve public health. Aspects of provided services quality will affect patient satisfaction. If their expectations are met, it means that service has provided good quality and will also lead to high satisfaction. This study aims to determine the relationship of health services quality and satisfaction level in people of North Mamuju. Analytic observational research with cross-sectional study design, population of the entire community of North Mamuju regency and research subjects were aged >18 years. The results showed significant value in registration 0.010 and physicians 0.007, implying registration and physicians have significant effect on customer satisfaction. The conclusions of this study indicate that the registration, doctors, nurses, pharmaceutical, environmental and hospital / clinic variables collectively have positive effect on customer satisfaction
The document discusses a study assessing patient satisfaction with outpatient services at a tertiary care teaching hospital in Lucknow, India. It outlines the study objectives to evaluate availability and utilization of services, information sources, waiting times, and reasons for (dis)satisfaction among internal and external patients. The methodology section describes a prospective descriptive study using interviews and record reviews involving 701 patients across departments from January to March 2013. Preliminary findings show most patients were female, from Uttar Pradesh, and utilization increasing over 2008-2012 for both internal and external patients.
Evaluation of Patient Satisfaction in Relation to Patient Factors in Surgical...iosrjce
IOSR Journal of Dental and Medical Sciences is one of the speciality Journal in Dental Science and Medical Science published by International Organization of Scientific Research (IOSR). The Journal publishes papers of the highest scientific merit and widest possible scope work in all areas related to medical and dental science. The Journal welcome review articles, leading medical and clinical research articles, technical notes, case reports and others.
This document discusses factors that contribute to long wait times for patients at hospitals in India and how wait times impact patient satisfaction. It finds that Indian hospitals often have long wait times at registration, between appointments and consultations, and for feedback due to understaffing, a lack of scheduling, and overreliance on paper systems. The document aims to identify reasons for high wait times and provide suggestions to optimize wait times like increasing pharmacy counters, allocating more staff, and leveraging technology. Reducing wait times through improved systems and resources could help raise patient satisfaction in India.
This study evaluated the causes of patients visiting multiple consultants or hospitals for the same chief complaint. 50 patients in Durgapur, India were surveyed. The results showed that 64% had unpleasant scheduling experiences, 88% lacked health insurance, 26% felt staff were not courteous, and 28% felt consultants did not fully answer questions. The study concluded that improving communication, listening skills, wait times, and ensuring questions are answered could increase patient satisfaction and reduce multiple visits. It is recommended that consultants foster respect, take time to listen actively, provide counseling, and incorporate patient feedback.
Hospital projects - a participatory approach to interaction designJackson Choi
This document summarizes research conducted for a project to improve medical services for ethnic minority patients at Pok Oi Hospital. The researcher conducted interviews and observations with various stakeholders including patients, family members, healthcare providers, and social workers. Insights revealed language, cultural, and emotional barriers faced by ethnic minority patients. They felt ignored, helpless, stressed and lost. The current patient journey was mapped through shadowing ethnic minority patients, which showed long wait times and a lack of interpreter support. The research findings will help identify solutions to build confidence for ethnic minority patients and address their specific needs and concerns throughout the medical experience.
This document discusses a study conducted on patient satisfaction at Aster Prime Hospital in Hyderabad. It provides background information on Aster Prime Hospital, including its services, departments, and infrastructure. It then discusses the concepts of patient satisfaction, its importance and difficulties in defining it. The summary is:
1. The document discusses a study on patient satisfaction conducted at Aster Prime Hospital in Hyderabad.
2. It provides context about Aster Prime Hospital, including its services, departments and infrastructure.
3. It discusses the concept of patient satisfaction, its importance for healthcare organizations, and challenges in defining it.
This document discusses a study conducted on patient satisfaction at Eye-Q Super Speciality Eye Hospitals. It found that most patients were satisfied with the hospital's services, staff response, and facilities. It provides recommendations on how Eye-Q can further improve patient satisfaction and reduce waiting times using Six Sigma and PDCA (Plan-Do-Check-Act) methodologies. This includes defining goals, continuously measuring KPIs, analyzing issues, implementing solutions, and controlling processes. The study faced some limitations such as communication barriers and disinterested respondents. Overall, the document emphasizes the importance of measuring and improving patient satisfaction and quality of care.
This document summarizes a study that assessed patient satisfaction with antenatal care services provided at primary health centers in Ejigbo Local Government Area of Osun State, Nigeria. 234 antenatal patients across multiple health centers were surveyed using a questionnaire to evaluate their satisfaction. Key findings included:
- 60.3% of respondents reported being greeted warmly by health workers, establishing good rapport.
- 77.4% felt privacy and confidentiality were inadequate.
- 48% felt waiting times were too long.
- There was a relationship between satisfaction and quality of interactions with health workers.
- 74% overall were satisfied with antenatal care services.
- Satisfaction was also related
This document summarizes the results of a patient satisfaction survey conducted at the outpatient department of Medanta-The Medicity hospital. Some of the key findings include:
- 83% of patients felt doctors understood their problems completely or mostly.
- Waiting times were as expected or better than expected for 93% of patients.
- Registration services, staff courtesy, and cleanliness received high satisfaction ratings from over 90% of patients.
- However, only 65% were satisfied with pharmacy services and 29% rated them as satisfactory.
- 64-77% of patients expressed overall satisfaction with OPD services and said they would return for future care.
This document discusses a project to improve patient wait times and satisfaction scores at an ambulatory surgery center. Studies found actual surgery start times ranged from 6 minutes to 2 hours and 50 minutes later than scheduled. The average registration wait was 17 minutes and preparation time was 33 minutes. Recommendations include changing scheduling practices based on average surgeon times, dedicating registration staff, and educating staff on updating patients about delays every 15 minutes. Implementing these measures could increase satisfaction scores and the center's preference among patients.
This document provides background information on a study being conducted at Jimma University Medical Center in Ethiopia. It discusses factors that influence patient satisfaction, including tangibles like quality of equipment, reliability of services, responsiveness, assurance, empathy, and access in terms of cost and time. Previous studies on patient satisfaction in Ethiopia and other countries found varying levels of satisfaction, from 22% to 93%, with issues like disrespectful treatment, long wait times, and lack of drug availability influencing satisfaction. The significance of studying patient satisfaction is that it allows patients' voices to be heard to improve healthcare planning and measure hospital quality.
Service quality and patients satisfaction with healthcare deliveryAlexander Decker
This study examined service quality and patient satisfaction at a public university hospital in Ghana. A survey of 400 outpatients found gaps between expected and perceived quality across all five SERVQUAL dimensions - responsiveness had the widest gap, followed by reliability, tangibility, empathy, and assurance. Correlation analysis showed perceived responsiveness, empathy, assurance, and tangibility were positively correlated with patient satisfaction, while reliability was not significantly correlated. The study indicates patient satisfaction is best explained by perceived responsiveness, followed by empathy, assurance, tangibility, and reliability.
A STUDY ON PATIENT SATISFACTION TOWARDS THE QUALITY OF SERVICES OFFERED IN GO...IAEME Publication
According to the hospital industry, service quality and patient satisfaction are crucial concepts. The majority of people in India, particularly the poor, struggle to find high-quality healthcare at a price they can afford and a location they can go to. In order to comprehend the effects of individual dimensions and the degree to which people are satisfied with the services provided by government hospitals in the Madurai district, this study has been done. The entire nation is undergoing a demographic and environmental shift that is increasing the burden of disease. The medical equipment and services offered by government hospitals are essential. Patients who have visited government hospitals in the Madurai district provided the data that was used. A study was conducted to gauge patient happiness, and the results show that there is still much room for improvement in the service quality. The study found that responsiveness, along with empathy and reliability, is the most crucial quality component.
The document provides an overview of Fortis Escorts Hospital in Amritsar, India. It describes the hospital as a 154 bed multi-specialty facility with specialties in cardiology. The hospital aims to provide compassionate and clinically excellent patient care. It offers a range of diagnostic, treatment and specialty services including cardiology, gastroenterology, nephrology and endocrinology services. The document serves to introduce the organization where the study on patient satisfaction with OPD services will be conducted.
Assessment of level of patient satisfaction on medical services at Government...Sumaiya Akter Snigdha
Thesis defence & last presentation of my MPH journey. Alhamdulillah, it was published on "Public Health in Practice".
https://www.sciencedirect.com/science/article/pii/S2666535220300367
A study on patient satisfaction with special reference to government hospital...Tapasya123
In this study researchers analyse the satisfaction level of patients regard to facilities
available in government hospitals. A sample of 100 patients is taken from Pandit Brij
Sundar Shama Government General Hospital (GGH) at Bundi District in the state
of Rajasthan in India. Four dimensions of perceived quality were identified—Admission
Procedure, Diagnostic Services, Behaviour of the staff, Cleanliness. The developed
scale is used to evaluate perceived quality at a range of various types of facilities
for patients. Perceived quality at public facilities is only marginally favourable, leaving
much scope for improvement. Better staff and physician relations, interpersonal skills,
good diagnostic and cleanliness service can improve the level of satisfaction among
employees.
Keywords:
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Service quality of hospitals with special reference to Ahmedabad and Ujjain cities
1. Service quality of hospitals with special reference to Ahmedabad and Ujjain cities
Dr.Rishi Dubey, Director M.I.M Ujjain
Harsha Rathore, Research Scholar
Abstract: The service quality of any organisation is very important for its reputation as well as
for its success. There the organization is hospital in which service quality is the most significant
feature. Today’s organizations need to be suppler to equip with modern instruments and
techniques so that the patients and their attended has satisfied with their treatment. Therefore,
hospitals are required to adopt a strategy to improve the quality to satisfy both the needs and
comfort of people. The term quality refers to the favourableness' or unfavourableness
environment for people. The main aim of this study is to know people’s expectation and
perception towards service quality of hospitals of Ahmedabad and Ujjain cities. For this
purpose service quality is measured by servqual with parameters: tangible, reliability,
responsiveness, assurance and empathy. The sample size for this study was 300 and primary
data was collected from people of Ahmedabad and Ujjain cities. This study revealed the
understanding of people towards service quality of public and private hospitals in different
parameters like physical appearance of hospital, their staff, material associated with the service
(such as reports etc), equipment used in treatment, time of the different services or treatments,
error free records, solving peoples problem and showing concern for the patients and their
attended. From this study hospital management should know more about the needs and
expectations of the peoples and kaizen their services.
Keywords: Hospitals, service quality, perception, expectation
Introduction:
The basic need of every human is Health. If a person is healthy then he is wealthy. Health is
directly or indirectly related to hospital. Hospital is a place where every human being goes once
or more time in their life.Hospital is also known as Health care centres where people get their
health through products and services provided by hospital. A hospital is a health care institution
providing patient treatment with specialised staff and equipment.
The hospital is a unique institution of man. A WHO Expert Committee in 1963 proposed the
following working definition of a hospital. “A hospital is a residential establishment which
provides short –term and long term medical care consisting of observational, diagnostic,
therapeutic and rehabilitative services for persons suffering or suspected to be suffering from
a disease or injury and for parturient. It may or may not also provide services for ambulatory
patients on an outpatient basis”.
As times flies away need and wants of body changes due to changing environment and other
climatic conditions. Every day the world is dealing with the new type of diseases. Before
independence peoples were treated by individuals by medicinal properties of plants and herbs.
These properties of plants and herbs were passed from one generation to another. Also medical
treatment was identified with religious services and ceremonies. Priests (vaidya) of temples
and Fathers of church play the role of doctor, ministering to spirits, mind and body. Earlier
there is no place like hospitals, patients were treated at their home and the temple/hospital was
also a meeting place. In this study, two cities has been taken for the measurement of service
quality of hospitals.
2. Literature Review:
The hospitals also qualify the definitions of services given by Sir Beverdge. According to him,
services refer to social efforts including government to fight five giant evils. Want, Disease,
Ignorance, Squalor and Illness in the society. The definition provided by Prof. A.V.S. Rao in
Dr. T. Sreenivas, “Services can also be defined as a human effort which provides succour to
the needy. It may be food to a hungry person, water to a thirsty person, medical services to an
ailing one and education to a student, loan to a farmer, transport to a consumer, communication
aid to two persons who want to share a thought, pleasure or pain” is also relevant to the hospital
organization. In view of the definition given by Yakeshel Hasenfield, as action(s) of
organization(s) that maintain and improve the well-being and functioning of people, we notice
that efforts of hospitals are directed towards maintaining and improving the well-being of the
persons who come to the hospital for any reason whatsoever.
The SANBS customers are not satisfied with the service they receive, both on a zone
(geographical) perspective and also on a customer group perspective. Expectations of private
hospitals and rural state hospitals have higher ratings than those of urban state hospitals
(Mququ 2005). Narang (2010) applied 20-item scale and distributed to 500 users of health care
centers comprising a tertiary health center, a state medical university and two missionary
hospitals in Lucknow, India. The scale was found to be reliable to a great extent with an overall
Cronbach alpha value of 0.74. “Health personnel and practices” and “health care delivery”
were found to be statistically significant in impacting the perception. Respondents were
relatively less positive on items related to “access to services” and “adequacy of doctors for
women”. The tertiary health center was rated poorer than the medical university and missionary
hospitals. Policy makers need to consider the requirements and opinions of patients to effect
substantial change and significant improvement in the quality of their health care services for
better and increased utilization of their services. The access to health care services requires
immediate and urgent attention from the policy makers. In addition, they need to improve upon
the number of rooms, reception and follow-up facility along with availability of drugs and
doctors for women. This tool may be applied for qualitative assessment of the services of health
care programmes as well as health care centres of India.
The follow-up survey in Tamil Nadu, Maharashtra, Bihar and Jharkhand. Dimensions include:
service proximity, doctor availability, waiting time, medicines, facility cleanliness, dignified
treatment, privacy, service affordability and treatment effectiveness. Findings indicated that
doctor availability, waiting time, cleanliness, privacy and affordability at private health
facilities enhance the probability that a health facility will be used for any reproductive health
purpose. Their findings indicated that doctor availability, waiting time, cleanliness, privacy and
affordability enhance private reproductive health service use at the combined four state level.
At the combined states, medicine availability and treatment effectiveness at public health
facilities enhances use. It appeared from their findings that service quality norms were not
properly established in any Indian public or private systems (Anand 2010). Natarajan (2011),
reveals that Gujarat has a socio-economic environment which is conducive to achieve these
goals. Significant gains have been made in improving the health care indicators in the State by
increasing financial support, a planned approach to improve the health care system and
involvement of all stakeholders to attain the desired goals.
Research Methodology
Thus, this study finds the service quality of hospitals in Ahmedabad and Ujjain city. The type
of services provided by the hospitals provides better health care while satisfying and delighting
the patients. The study especially aims at the following objectives:
3. 1. To study the place-wise expectation and perception of people towards service quality of
hospitals.
2. To study the expectation and perception of people towards service quality of hospitals
Hypothesis: On the basis of above objectives following hypothesis have been formed.
H01: There is no significance difference between the expectation and perception of people
of Ahmedabad towards service quality of hospitals.
H01.1: -There is no significance difference between the expectation and perception of people of
Ahmedabad towards ‘Tangible’ service quality of hospitals.
H01.2: -There is no significance difference between the expectation and perception of people of
Ahmedabad towards ‘Reliability’ service quality of hospitals.
H01.3: -There is no significance difference between the expectation and perception of people of
Ahmedabad towards ‘Responsiveness’ service quality of hospitals.
H01.4: -There is no significance difference between the expectation and perception of people of
Ahmedabad towards ‘Assurance’ service quality of hospitals.
H01.5: -There is no significance difference between the expectation and perception of people of
Ahmedabad towards ‘Empathy’ service quality of hospitals.
H02: There is no significance difference between the expectation and perception of people
of Ujjain towards service quality of hospitals.
H02.1: -There is no significance difference between the expectation and perception of people of
Ujjain towards ‘Tangible’ service quality of hospitals.
H02.2: -There is no significance difference between the expectation and perception of people of
Ujjain towards ‘Reliability’ service quality of hospitals.
H02.3: -There is no significance difference between the expectation and perception of people of
Ujjain towards ‘Responsiveness’ service quality of hospitals.
H02.4: -There is no significance difference between the expectation and perception of people of
Ujjain towards ‘Assurance’ service quality of hospitals.
H02.5: -There is no significance difference between the expectation and perception of people of
Ujjain towards ‘Empathy’ service quality of hospitals.
H03: -There is no significance difference between the expectations of people of Ahmedabad
and Ujjain towards service quality of hospitals.
H03.1: -There is no significance difference between the expectations of people of Ahmedabad
and Ujjain towards ‘Tangible’ service quality of hospitals.
H03.2: -There is no significance difference between the expectation of people of Ahmedabad and
Ujjain towards ‘Reliability’ service quality of hospitals.
H03.3: -There is no significance difference between the expectation of people of Ahmedabad and
Ujjain towards ‘Responsiveness’ service quality of hospitals.
4. H03.4: -There is no significance difference between the expectation of people of Ahmedabad and
Ujjain towards ‘Assurance’ service quality of hospitals.
H03.5: -There is no significance difference between the expectation of people of Ahmedabad and
Ujjain towards ‘Empathy’ service quality of hospitals.
H04: -There is no significance difference between the perceptions of people of Ahmedabad
and Ujjain towards service quality of hospitals.
H04.1: -Thereis no significance difference between the perceptions of people of Ahmedabad and
Ujjain towards ‘Tangible’ service quality of hospitals.
H04.2: -Thereis no significance difference between the perceptions of people of Ahmedabad and
Ujjain towards ‘Reliability’ service quality of hospitals.
H04.3: -Thereis no significance difference between the perceptions of people of Ahmedabad and
Ujjain towards ‘Responsiveness’ service quality of hospitals.
H04.4: -Thereis no significance difference between the perceptions of people of Ahmedabad and
Ujjain towards ‘Assurance’ service quality of hospitals.
H04.5: -Thereis no significance difference between the perceptions of people of Ahmedabad and
Ujjain towards ‘Empathy’ service quality of hospitals.
The Sample:
Sampling Unit:
The universe of the study consists of peoples of Ahmedabad and Ujjain cities. Sampling Unit
was the peoples who came in Ahmedabad and Ujjain cities hospitals.
Sampling Size:
The sample size planned to be n = 300 respondents. Initially 320 questionnaire were distributed
out of which 159 from Ahmedabad and 161 from Ujjain were received back. Nine
questionnaire from Ahmedabad and eleven questionnaire from Ujjain have been randomly
selected end eliminated to make sample 300 (150 each from Ahmedabad and Ujjain).
Sampling Method:
Simple random sampling method was adopted for the study.
The Tool for Data Collection:
The data for the study had collected through a well-structured questionnaire. The questionnaire
consists of statements relating to expectation and perception of service quality of hospitals. The
questionnaire consists of three parts A, B and C. Part-A consists of demographic variables like
Age, Gender, Qualification, Occupation, Type of hospitals, Category of treatment and number
of visits etc.
The Part-B of questionnaire consists of the level of Expectation and Part-C consists of
Perception regarding Service Quality of Hospitals. The variables were grouped under five
dimensions of SERVQUAL such as –Tangible, Reliability, Responsiveness, Assurance and
Empathy. Each factor consists of four to five statements. Likert Scale was used in the
questionnaires. All Respondents were asked to rank their choices ranging from 1 to 5 for each
5. major factor, where 1 is the ‘Strongly Agree’, 2 is ‘Agree’, 3 is ‘Can’t Say’, 4 is ‘Disagree’, 5
is ‘Strongly Disagree’.
Tools for Analysis:
Z-Test is used for the analysis of data.
Where as
=mean of the sample one
= mean of the sample two
μ 1 = Hypothesized mean for sample one
μ 2 = Hypothesized mean for sample two
σ 1 = Standard deviations of sample one
σ 2 = Standard deviations of sample two
n 1 = Number of respondent for sample one
n 2 = Number of respondent for sample two
Standard value of Z= 1.96.
Data Analysis and Interpretation:
Place-wise analysis
Exhibit:1
TESTING THE LEVEL OF SIGNIFICANCE BETWEEN THE EXPECTATIONS AND
PERCEPTIONS OF PEOPLE OF AHMEDABAD TOWARDS SERVICE QUALITY OF
THE HOSPITALS
Sub
Hypot
heses
Parameters Expectations Perceptions Z-
Value
5%
Level
of
Signif
icanc
e
Results
Mean Std
Dev
Mean Std
Dev
H01.1 Tangibles 1.9933 0.7577 2.195 0.8803 2.1264 1.96
Not
Accepted
H01.2 Reliability 2.2066 0.8746 2.422 1.0796 1.9039 1.96 Accepted
H01.3
Responsivene
ss 2.2716 0.8770 2.523 1.0022 2.3144 1.96
Not
Accepted
6. H01.4 Assurance 2.195 0.8295 2.461 0.9309 2.6192 1.96
Not
Accepted
H01.5 Empathy 2.3106 0.9616 2.606 1.0545 2.5401 1.96
Not
Accepted
Testing the level of significance between the expectations and perceptions of people of
Ahmedabad towards service quality of the hospitals:
Exhibit: 1, shows that H01.2 has been accepted and H01.1, H01.3, H01.4 and H01.5 have not
been accepted.
Based on the results of the sample z-test analysis at 5% level of confidence, there is not any
significant difference between the expectations and perceptions of Ahmedabad people towards
the service quality parameters viz. Tangible, Responsiveness, Assurance and Empathy. The
result differs in Reliability parameter. Hence sub hypothesis H01.1, H01.3, H01.4 and H01.5
have not been rejected and H01.2 has been accepted. It also shows that there is a level of
dissatisfaction of peoples of Ahmedabad towards the service quality of hospitals. Result shows
that there is huge difference between the expectation and perception of people.
In Ahmedabad, for ‘Tangible’ services the mean value of expectation among people (1.99) is
slightly less than the mean value of perception (2.195), whereas, their expectation value has
slightly less deviation (0.757) comparatively their perception (0.880). This sub hypothesis has
not been accepted as the basis for the study and Z value.
In case of ‘Reliability’ services in Ahmedabad, the mean value of expectation (2.206) among
people is slightly less than the mean value of perception of Ahmedabad people (2.422), whereas
people in Ahmedabad has slightly less deviation (0.8746) comparative to the value of perception
(1.0796). This sub hypothesis Z value has been accepted as the basis for the study in terms of
expectations and perceptions of Ahmedabad by peoples towards the ‘Reliability’ services of the
hospital.
In Ahmedabad, for ‘Responsiveness’ services the mean value of expectation among people
(2.2716) is slightly less than the mean value of perception ((2.5233), whereas their expectation
value has slightly less deviation (0.8770) comparatively their perception (1.002). This sub
hypothesis has not been accepted as the basis for the study and Z value.
In Ahmedabad, for ‘Assurance’ services the mean value of expectation among people (2.195) is
slightly less than the mean value of perception ((2.461), whereas, their expectation value has
slightly less deviation (0.9616) comparatively their perception (0.9309). This sub hypothesis has
not been accepted as the basis for the study and Z value.
In Ahmedabad, for ‘Empathy’ services the mean value of expectation among people (2.195) is
slightly less than the mean value of perception ((2.6066), whereas, their expectation value has
slightly less deviation (0.8803) comparatively their perception (1.054). This sub hypothesis has
not been accepted as the basis for the study and Z value.
Exhibit:2
TESTING THE LEVEL OF SIGNIFICANCE BETWEEN THE EXPECTATIONS AND
PERCEPTIONS OF PEOPLE OF UJJAIN TOWARDS SERVICE QUALITY OF THE
HOSPITALS
7. Sub
Hypot
heses
Parameters Expectations Perceptions Z-
Value
5%
Level
of
Signif
icanc
e
Results
Mean Std Dev Mean Std Dev
H02.1 Tangibles 1.805 0.8669 2.0133 1.0222 1.904 1.96
Accept
ed
H02.2 Reliability 2.089 1.0093 2.1773 1.0318 0.747 1.96
Accept
ed
H02.3
Responsivene
ss 2.071 1.0416 2.2383 1.1196 1.335 1.96
Accept
ed
H02.4 Assurance 2.135 1.0670 2.1733 1.0352 0.316 1.96
Accept
ed
H02.5 Empathy 2.058 1.0624 2.2066 1.1124 1.178 1.96
Accept
ed
Testing the level of significance between the expectations and perceptions of people of Ujjain
towards service quality of the hospitals:
Exhibit: 2, shows that H02.1, H02.2, H02.3, H02.4 and H02.5 have been accepted.
Result shows that there is significant difference between the expectations and perceptions of
Ujjain people towards the service quality parameters viz. Tangible, Reliability, Responsiveness,
Assurance and Empathy. Hence sub hypothesis H02.1, H02.2, H02.3, H02.4 and H02.5 have
been accepted. It also shows that there is a level of dissatisfaction of peoples of Ujjain towards
the service quality of hospitals. Results show that there is huge difference between the
expectation and perception of people.
In case of ‘Tangible’ services in Ujjain, the mean value of expectation (1.805) among people is
slightly less than the mean value of perception of Ujjain people (2.013), whereas people in Ujjain
has slightly less deviation (0.866) comparative to the value of perception (1.022). This sub
hypothesis Z value has been accepted as the basis for the study in terms of expectations and
perceptions of Ujjain by peoples towards the ‘Tangible’ services of the hospital.
In case of ‘Reliability’ services in Ujjain, the mean value of expectation (2.089) among people
is slightly less than the mean value of perception of Ujjain people (2.177), whereas people in
Ujjain has slightly less deviation (1.009) comparative to the value of perception (1.031). This
sub hypothesis Z value has been accepted as the basis for the study in terms of expectations and
perceptions of Ujjain by peoples towards the ‘Reliability’ services of the hospital.
In case of ‘Responsiveness’ services in Ujjain, the mean value of expectation (2.071) among
people is slightly less than the mean value of perception of Ujjain people (2.238), whereas people
in Ujjain has slightly less deviation (1.041) comparative to the value of perception (1.119). This
sub hypothesis Z value has been accepted as the basis for the study in terms of expectations and
perceptions of Ujjain by peoples towards the ‘Responsiveness’ services of the hospital.
8. In case of ‘Assurance’ services in Ujjain, the mean value of expectation (2.135) among people
is slightly less than the mean value of perception of Ujjain people (2.173),whereas people in
Ujjain has slightly less deviation (1.067) comparative to the value of perception (1.0352). This
sub hypothesis Z value has been accepted as the basis for the study in terms of expectations and
perceptions of Ujjain by peoples towards the ‘Assurance’ services of the hospital.
In case of ‘Empathy’ services in Ujjain, the mean value of expectation (2.058) among people is
slightly less than the mean value of perception of Ujjain people (2.206), whereas people in Ujjain
has slightly less deviation (1.062) comparative to the value of perception (1.112). This sub
hypothesis Z value has been accepted as the basis for the study in terms of expectations and
perceptions of Ujjain by peoples towards the ‘Empathy’ services of the hospital.
Exhibit:3
TESTING THE LEVEL OF SIGNIFICANCE BETWEEN THE EXPECTATIONS
OF PEOPLE OFAHMEDABAD AND UJJAIN TOWARDS SERVICE QUALITY
OF THE HOSPITALS
Sub
Hypot
heses Parameters Expectations Expectations Z-
Value
5%
Level
of
Signific
ance
Results
Mean Std
Dev
Mean Std Dev
H03.1 Tangibles
1.9933 0.758 1.805 0.8669
3
2.003
1.96
Not
Accepted
H03.2 Reliability
2.2067 0.875 2.0893 1.0093
1
1.076
1.96 Accepted
H03.3
Responsivene
ss
2.2717 0.877 2.0717 1.0416
4
1.799
1.96 Accepted
H03.4 Assurance
2.195 0.83 2.135 1.0670
9
0.544
1.96 Accepted
H03.5 Empathy
2.3107 0.962 2.0587 1.0624
2
2.154
1.96 Accepted
Testing the level of significance between the expectations of people of Ahmedabad and Ujjain
towards service quality of the hospitals:
Exhibit: 3, shows that H03.2, H03.3, H03.4 and H03.5 have been accepted. H03.1 has not been
accepted.
Result shows that there is significant difference between the expectations of people of
Ahmedabad and Ujjain towards the service quality parameters viz. Reliability, Responsiveness,
Assurance and Empathy. Hence sub hypothesis H03.2, H03.3, H03.4 and H03.5 have been
accepted. It also shows that there is a level of dissatisfaction of peoples of Ahmedabad and Ujjain
9. towards the service quality of hospitals. Results show that there is huge difference between the
expectations of people, whereas H03.1 has not been accepted.
In case of ‘Tangible’ services, in Ahmedabad the mean value of expectation (1.993) among
people is slightly high than the mean value of the expectations of Ujjain people (1.805), whereas
people in Ahmedabad has slightly less deviation (0.758) comparative to the value of expectation
of Ujjain people (0.866). This sub hypothesis Z value has not been accepted as the basis for the
study in terms of the expectations of Ahmedabad and Ujjain people towards the ‘Tangible’
services of the hospital.
In case of ‘Reliability’ services, in Ahmedabad the mean value of expectation (2.2067) among
people is slightly high than the mean value of expectations of Ujjain peoples (2.0893), whereas
people in Ahmedabad has slightly less deviation (0.875) comparative to the value of expectation
of Ujjain peoples (1.00931). This sub hypothesis Z value has been accepted as the basis for the
study in terms of expectations of Ahmedabad and Ujjain peoples towards the ‘Reliability’
services of the hospital.
In case of ‘Responsiveness’ services, in Ahmedabad the mean value of expectation (2.271)
among people is slightly high than the mean value of expectation of Ujjain people (2.071),
whereas people in Ahmedabad has slightly less deviation (0.83) comparative to the value of
expectation of Ujjain peoples (1.067).This sub hypothesis Z value has been accepted as the basis
for the study in terms of expectations of Ahmedabad and Ujjain peoples towards the
‘Responsiveness’ services of the hospital.
In case of ‘Assurance’ services, in Ahmedabad the mean value of expectation (2.195) among
people is slightly high than the mean value of expectation of Ujjain peoples (2.135), whereas
people in Ahmedabad has slightly less deviation (0.83) comparative to the value of expectation
of Ujjain peoples (1.067). This sub hypothesis Z value has been accepted as the basis for the
study in terms of expectations of Ahmedabad and Ujjain by peoples towards the ‘Assurance’
services of the hospital.
In case of ‘Empathy’ services, in Ahmedabad, the mean value of expectation (2.310) among
people is slightly high than the mean value of expectation of Ujjain peoples (2.058), whereas
people in Ahmedabad has slightly less deviation (0.962) comparative to the value of expectation
of Ujjain peoples (1.062). This sub hypothesis Z value has been accepted as the basis for the
study in terms of expectations of Ahmedabad and Ujjain peoples towards the ‘Empathy’ services
of the hospital.
Exhibit:4
TESTING THE LEVEL OF SIGNIFICANCE BETWEEN THE PERCEPTIONS OF
PEOPLE OF AHMEDABAD AND UJJAIN TOWARDS SERVICE QUALITY OF
THE HOSPITALS
Sub
Hypot
heses
Parameters Perceptions Perceptions Z-
Value
5%
Level
of
Signif
icanc
e
Results
Mean Std
Dev
Mean Std Dev
10. H04.1 Tangibles
2.195 0.8803 2.013
3
1.0222 1.649
1.96 Accepted
H04.2 Reliability
2.4227 1.0796
2
2.177
3
1.0318
1
2.012
1.96 Not Accepted
H04.3
Responsivene
ss
2.5233 1.0022
3
2.238
3
1.1196
5
2.323
1.96 Not Accepted
H04.4 Assurance
2.4617 0.9309
4
2.173
3
1.0352
5
2.536
1.96 Not Accepted
H04.5 Empathy
2.6067 1.0545
6
2.206
7
1.1124
8
3.196
1.96 Not Accepted
Testing the level of significance between the perceptions of peoples of Ahmedabad and Ujjain
towards service quality of the hospitals:
Exhibit: 4. shows that H04.1 has been accepted. H04.2, H04.3, H04.4 and H04.5 have not been
accepted.
Result shows that there is significant difference between the perceptions of Ahmedabad and
Ujjain towards the service quality parameter Tangible, so H04.1 has been accepted. There is not
any significant difference between the perceptions of Ahmedabad and Ujjain peoples in
Reliability, Responsiveness, Assurance and Empathy. Hence sub hypothesis H04.2, H04.3,
H04.4 and H04.5 have not been accepted. It also shows that there is a level of dissatisfaction of
peoples of Ahmedabad and Ujjain towards the service quality of hospitals. Results show that
there is huge difference between perceptions of people.
In case of ‘Tangible’ services, in Ahmedabad the mean value of perception (2.195) among people
is slightly high than the mean value of perception of Ujjain people (2.0133), whereas people in
Ahmedabad has slightly less deviation (0.880) comparative to the value of perception of Ujjain
peoples (1.031). This sub hypothesis Z value has been accepted as the basis for the study in terms
of the perceptions of Ahmedabad and Ujjain peoples towards the ‘Tangible’ services of the
hospital.
In case of ‘Reliability’ services, in Ahmedabad the mean value of perception (2.422) among
people is slightly high than the mean value of perception of Ujjain peoples (2.177), whereas
people in Ahmedabad has slightly high deviation (1.079) comparative to the value of perception
of Ujjain (1.031). This sub hypothesis Z value has not been accepted as the basis for the study in
terms of perceptions of Ahmedabad and Ujjain peoples towards the ‘Reliability’ services of the
hospital.
In case of ‘Responsiveness’ services, in Ahmedabad the mean value of expectation (2.523)
among people is slightly high than the mean value of perception of Ujjain people (2.238),
whereas people in Ahmedabad has slightly less deviation (1.002) comparative to the value of
perception of Ujjain (1.119).This sub hypothesis Z value has not been accepted as the basis for
the study in terms of the perceptions of Ahmedabad and Ujjain peoples towards the
‘Responsiveness’ services of the hospital.
11. In case of ‘Assurance’ services, in Ahmedabad the mean value of perception (2.461) among
people is slightly high than the mean value of perception of Ujjain people (2.173), whereas people
in Ahmedabad has slightly less deviation (0.930) comparative to the value of perception of
Ujjain (1.035). This sub hypothesis Z value has not been accepted as the basis for the study in
terms of perceptions of Ahmedabad and Ujjain by peoples towards the ‘Assurance’ services of
the hospital.
In case of ‘Empathy’ services, in Ahmedabad the mean value of perception (2.606) among people
is slightly high than the mean value of perception of Ujjain people (2.206), whereas people in
Ahmedabad has slightly less deviation (1.054) comparative to the value of perception of Ujjain
(1.112). This sub hypothesis Z value has not been accepted as the basis for the study in terms of
perceptions of Ahmedabad and Ujjain peoples towards the ‘Empathy’ services of the hospital.
Findings, Conclusion and Suggestion
The main findings of the research
Place-wise Findings:
There is significant difference between the expectations and perceptions of Ahmedabad people
towards the service quality parameters viz. Tangible, Responsiveness, Assurance and Empathy.
The result differs in Reliability parameter. It also shows that there is a level of dissatisfaction
of peoples of Ahmedabad towards the service quality of hospitals.
There is significant difference between the expectations and perceptions of Ujjain people
towards the service quality parameters viz. Tangible, Reliability, Responsiveness, Assurance
and Empathy. It also shows that there is a level of dissatisfaction of peoples of Ujjain towards
the service quality of hospitals.
There is significant difference between the expectations of Ahmedabad and Ujjain people
towards the service quality parameters viz. Reliability, Responsiveness, Assurance and
Empathy. It also shows that there is a level of dissatisfaction of peoples of Ahmedabad and
Ujjain towards the service quality of hospitals.
There is significant difference between the perceptions of Ahmedabad and Ujjain towards the
Tangible service quality parameter. There is not any significant difference between the
perceptions of Ahmedabad and Ujjain peoples in Reliability, Responsiveness, Assurance and
Empathy. It also shows that there is a level of dissatisfaction of peoples of Ahmedabad and
Ujjain towards the service quality of hospitals.
Conclusion:
In order to understand the expectations of people of healthcare services a study was undertaken.
The study on service quality is based on primary data which are collected from Ahmedabad
and Ujjain. Various patients, attended and visitors were surveyed with the help of a structured
questionnaire. This study revealed the understanding of people towards service quality of
public and private hospitals in different parameters like physical appearance of hospital, their
staff, material associated with the service (such as reports etc), equipment used in treatment,
time of the different services or treatments, error free records, solving peoples problem and
showing concern for the patients and their attended. From this study hospital management
should know more about the needs and expectations of the peoples and kaizen their services.
12. Suggestion:
Service quality of any organization is very important for its image. The study revealed that to
improve patient perception, healthcare service providers must focus on quality improvement
strategies. Hospitals should publicize correct information from time to time as more quality
information leads to people alertness and satisfaction. The hospitals should have convenient
operating hours and nurses should give individual attention to patients especially in private
hospitals.
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