Swathi, K S and Gopalkrishna, B and Somu, G (2017) An Investigation of Patients’ Perception on Healthcare Service Quality. International Journal of Applied Business and Economic Research, 15 (22). pp. 717-724. ISSN 0972-7302

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Abstract

Quality of healthcare service has become a major concern of the hospitals and the patients. The increased competition in the healthcare market along with better patients’ perception of service quality makes it challenging for hospitals to provide quality services that meet patient satisfaction. Hence, there is a need to recognize the factors valued by patients in perceiving the quality of healthcare services. The aim of this research paper is to examine the major factors in the measurement of healthcare service quality as perceived by patients in Indian context. A questionnaire adapted from 5Qs model was distributed among 230 patients. The questionnaire consisted a total of 47 items which were identified to be the most relevant attributes in the measurement of healthcare service quality. As the empirical research setting this study considered the patients who availed their health care services from different private hospitals in and around Udupi.

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