1.To study the relationship between dimensions of service quality and dimensions of patient satisfaction towards multispeciality hospitals. 2.To find out which dimensions of service quality and patient satisfaction as preferred most by the patients while selecting the hospitals. 3..To provide valuable suggestions to the hospitals for providing the delightful services to the patients in upcoming days.
SERVICE QUALITY AND PATIENT SATISFACTION MODELS
1. Parasuraman, Zeithaml and Berry defined the concept of service quality as “ a form of attitude, related but not equivalent to satisfaction that results from a comparison of expectations with perception of performance. An expectation are viewed as desired or wants of consumers, i.e., …show more content…
<0.001**
Convenience 4.32
Communication 3.55
Health Care quality 3.67
Personal Caring 3.41
Physical Evidence 3.76 Note ** Denotes significant at 1% level Since p value is less than 0.001 the null hypothesis is rejected at 1 percent level of significane .hence concluded that there is significance among mean rank towards factors of patient satisfaction.based on mean rank the convenience 4.32 is the important factor of patient satisfaction followed by Physical Evidence 3.76 , Health Care quality 3.67, Communication 4.32, Physical Evidence3.76, Communication 3.55 and the least factor is accessibility.so the health care providers should make avail to all doctors at 24 hours .and they should make easily to get appointment through phone
Pearson Correlation Coefficient between Factors of service Quality and factors of patient satisfaction
Factors of service quality Factors of patient satisfaction Accessibility Convenience Communication Health Care Personal Caring Physical Evidence Overall Patient Satisfaction
Tangibility 0.512** .491** .645** .593** .675** .642** …show more content…
The correlation coefficient between reliability and convenience is 0.479 which indicates 47.9 percentage positive relationship between reliability and convenience and is significant at 1% level and The correlation coefficient between empathy and physical evidence is 0.550 which indicates 55.0 percentage positive relationship between empathy and physical evidence is significant at 1% level and similarly the other factors are positively correlated with each other. hence the service made impact on all dimensions of patient
SERVICE QUALITY AND PATIENT SATISFACTION MODELS
1. Parasuraman, Zeithaml and Berry defined the concept of service quality as “ a form of attitude, related but not equivalent to satisfaction that results from a comparison of expectations with perception of performance. An expectation are viewed as desired or wants of consumers, i.e., …show more content…
<0.001**
Convenience 4.32
Communication 3.55
Health Care quality 3.67
Personal Caring 3.41
Physical Evidence 3.76 Note ** Denotes significant at 1% level Since p value is less than 0.001 the null hypothesis is rejected at 1 percent level of significane .hence concluded that there is significance among mean rank towards factors of patient satisfaction.based on mean rank the convenience 4.32 is the important factor of patient satisfaction followed by Physical Evidence 3.76 , Health Care quality 3.67, Communication 4.32, Physical Evidence3.76, Communication 3.55 and the least factor is accessibility.so the health care providers should make avail to all doctors at 24 hours .and they should make easily to get appointment through phone
Pearson Correlation Coefficient between Factors of service Quality and factors of patient satisfaction
Factors of service quality Factors of patient satisfaction Accessibility Convenience Communication Health Care Personal Caring Physical Evidence Overall Patient Satisfaction
Tangibility 0.512** .491** .645** .593** .675** .642** …show more content…
The correlation coefficient between reliability and convenience is 0.479 which indicates 47.9 percentage positive relationship between reliability and convenience and is significant at 1% level and The correlation coefficient between empathy and physical evidence is 0.550 which indicates 55.0 percentage positive relationship between empathy and physical evidence is significant at 1% level and similarly the other factors are positively correlated with each other. hence the service made impact on all dimensions of patient