Comparative Study on Service Quality in Selected Public and Private Hospitals with Special Reference to Raipur City

Abstract

Quality of health care is one of the most important topics in the health care sector today. Service quality has been a matter of concern for public and private healthcare institutions across the world. The increased focus on patient-centered care has led to several types of research in exploring what determines service quality and how can it be measured. A competitive environment pushes service providers to understand in-patient needs and expectations and to provide a value-added service quality, far superior to other organizations. Improving and even maintaining the quality of care while reducing costs is a critical dilemma that all healthcare administrators face. Therefore, the researcher has attempted to draw a dependent antecedent and consequential relationship between the two major variables of the Servqual Model i.e., Perceived Service and Service Delivery which leads to customer satisfaction. newlineThe research study has been conducted on the service quality of both public and private hospitals of the Raipur city of Chhattisgarh. The data used in the analysis is the primary data and it was collected from the three stakeholders i.e., in-patients, OPD follow-up patients, and the attendants of the patients. newlineIn this research study, private hospitals have shown good results as compared to private hospitals. But in certain domains, public hospitals have shown good results. The researcher has proposed a model and has proved it statistically which shows that services perceived and delivered through good quality of service delivery have a positive impact on customer satisfaction. newlineOverall, we can say that both private and public hospitals have to improve their services to provide a better quality of services to the patients and the attendants. Particularly, public hospitals have to improve their services to render the best and quality services to the people. newline newline