| Pushpam. J. Chundamalai1, Chanchala Jain2, Sibi Thomas3, Arya K. J4 |
| Corresponding Author: 1Assistant Professor, Department of Hospital Administration, Division of Health Management, School of Medical Education, Centre for Professional and Advanced studies, Gandhinagar P.O., Kottayam, Kerala, India. Mail Id: pjnasha55@gmail.com Co Authors: 2Assistant Professor, Prestige Institute of Management and Research, Indoor 3Prof. Professor and HOD, Department of Hospital Administration, Division of Health Management, School of Medical Education, Centre for Professional and Advanced studies, Gandhinagar P.O., Kottayam, Kerala, India 4Department of Hospital Administration , School of Medical Education Centre For Professional And Advanced Studies Gandhinagar Kottayam, Kerala |
Abstract
| Background of the Study: One of the healthcare facilities where health initiatives are carried out is a hospital, which provides a variety of trained and qualified staff with the ability to handle medical issues for the recovery and preservation of good health. In this situation, the user of hospital services needs high-quality care that addresses. Objectives of the study are to assess the service quality of the hospital on the basis of patient satisfaction using SERVQUAL technique. Methodology: In this research design it includes facts finding enquiries of different kinds. The major purpose of the descriptive research is for the description of state of affairs, as it exists at present. Primary source of data collected from the Patients of Indira Gandhi Co-operative Hospital, Kochi. Data are collected through questionnaires.Secondary source of data is from Healthcare journals, magazines, Internet and webinars. A total of 150 samples were taken from the population. Result: From the study it is found that most of the patients show a high degree of agreement towards the quality of service provided by the hospital and there is a very strong positive relation between service quality and patient satisfaction at Indira Gandhi Co-operative hospital, Kochi. Conclusion: Regular feedback collection and analysis can help identify areas for improvement, ensuring that patients receive the best possible care and have positive experiences with healthcare services. Ultimately, a satisfied patient is more likely to adhere to treatment plans, recommend the facility to others, and contribute to better health outcomes. Keywords: Service Quality, Patient Satisfaction, SERVQUAL, Donabedian Model. |
Leave a Reply