Perceived Service Quality and Customer Satisfaction in Private Hospitals | Original Article

ABSTRACT:

The purpose of this research is to investigate the relation between perceived service quality and customer satisfaction in hospital industry. Authors conducted this research on private hospital in the Rohtak district of Haryana. The authors investigated the relationship between perceived service quality and customer satisfaction through the structural equation modeling technique using Amos software. We find that perceived service quality significantly affect the customer satisfaction in hospital industry. Physical environment of hospital largely impact the customer satisfaction followed by timeless service in hospital industry. Efficiency and transparency in hospital significantly impact the service quality in private hospital. Communication system in hospital also significantly impacted the customer satisfaction. Affordability of medical services does not significantly impact the customer satisfaction in private hospitals.