Volume : III, Issue : I, January - 2014

AN ANALYTICAL STUDY OF “CUSTOMER SATISFACTION IN PRIVATE HOSPITAL”, HYDERABAD

Jubeer Ahemad

Abstract :

In health care, consumer satisfaction is an important evaluation instrument to determine the quality of services. In recent years, the concept has assumed much greater significance particularly in market based health systems. Also, in World Health Organization’s framework for health care assessment, the customer satisfaction is given due consideration. On the contrary, in developing countries particularly, the concept is one of the most ignored elements in evaluation of health care systems. This present study - which is cross-sectional - is designed on the ground that there is a need to incorporate consumer satisfaction in health care evaluation. This study, presents a scientific analysis using the Patient Survey Questionnaire technique, the most universal approach used by international studies to evaluate consumer satisfaction with health services. Based on study results, generally, we conclude that consumers have expressed high level of satisfaction for various quality assessment scales. Despite these findings, it has also been noted that significant proportion of patients have also expressed medium as well as satisfaction for certain scales. It tends to suggest that quality of services needs to be improved for specific items as well as certain scales including communication, general satisfaction, and interpersonal aspects for improvements in provision of certain services at the hospital.

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Article: Download PDF   DOI : 10.36106/ijsr  

Cite This Article:

Jubeer Ahemad AN ANALYTICAL STUDY OF“CUSTOMER SATISFACTION IN PRIVATE HOSPITAL”, HYDERABAD International Journal of Scientific Research, Vol.III, Issue.I January 2014

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