Health Care Service Quality and Patient Satisfaction A Study of Private and Public Hospitals in Haryana

Abstract

ABSTRACT newline newline newlineThis study has been undertaken for the accomplishment of the degree of Doctor of Philosophy. The primary purpose of this study is to measure service quality and patient satisfaction level of private and public hospitals in Haryana. It has been presented in the five chapters. The first chapter is introduction which deals with background of hospitals, types of hospitals, concept of service quality, service quality models, patient satisfaction concept etc. The second chapter presents the review of literature. Literature review covering research studies conducted in India and outside India on Healthcare sector and patients satisfaction. The third chapter deals with conceptual framework of the study with different framed hypotheses to achieve the objectives of the study. It also discusses rationality, relevance, need, scope and objectives of the study. The third chapter also deals with research methodology. It discusses the research design, source of data, sample selection, selection of sampling unit, sampling technique and sample size, sample frame, and questionnaire development etc. A Descriptive and explanatory type research design has been used to test the hypotheses. Random sampling has been used for data collection. For this purpose, this study includes the multispecialty hospitals of Haryana, namely hospitals from Jind, Sonipat, Gurugram, Rohtak and Karnal. Primary data has been collected with the help of questionnaire. A questionnaire has been developed on Rensis Likert s 5 points scale to measure the responses. A sample size of 500 respondents has been taken covering five major cities (Jind, Rohtak, Karnal, Gurugram, Sonipat) of Haryana. The forth chapter is data analysis and data interpretation. Mean, Standard deviations, Pearson correlation coefficient, Frequency and Percentages were used to describe the characteristics and nature of the sample or data. Shapiro-Wilk test were used to assess the normality of data. In order to draw inferences for the population based on the data collected from