Measuring the Inpatients Satisfaction of Service  Quality Dimensions with Reference to Physical  Aspects and Affordability in Chennai Hospitals

S. Sharmila; Dr. Jayasree Krishnan

Volume : III, Issue : VII, July - 2013

Measuring the Inpatients Satisfaction of Service Quality Dimensions with Reference to Physical Aspects and Affordability in Chennai Hospitals

S. Sharmila, Dr. Jayasree Krishnan

Abstract :

Healthcare is one of India’s largest sectors, in terms of revenue and employment, and one can well witness the sector to expand rapidly. With the fast growing purchasing power, Indian patients are willing to pay more to avail health care services of international standard. In the era of globalization and heightened competition, it has been observed that delivery of quality service is imperative for Indian healthcare providers to satisfy their indoor as well as outdoor patients. In the globalized and liberalized business environment, service sector is encountering stiff competition to meet the requirements of the profitable ways of business. This is reflected in an organization’s survival in terms of return on investment, retention of customers, acceptance of service and service qualities, development and augmentation of and image etc. It appears that the driving force towards success in service business is the delivery of high quality service (Thompson et.al. 1985). Hence, it is essential to be aware of how the patients and patient parties evaluate the quality of health care service. This paper focuses on the measurement of patient satisfaction in the light of service quality provided by hospitals. The objective of the study is to find out the influence of demographic factors in the physical aspects and affordability of the healthcare services. The primary data is collected from 100 patients through well structured questionnaire and the secondary data from the magazines, books etc.,.The statistical tools used were factors analysis, percentage method and reliability tests using spss.